Customer Experience Team Lead​/PAP Scheduling

Overview

Position Summary
The Call Center PAP Scheduling Team Lead role at DASCO is an exciting opportunity to grow professionally while showcasing problem solving and leadership skills. This position provides hands-on leadership within the PAP Scheduling call center team, enabling you to support agents in real time, drive quality and accuracy, and contribute to delivering an exceptional patient experience. As a Team Lead, you will partner closely with leadership, expand your impact, and continue building your career with a growing organization committed to development from within.

Description
Position Summary
Ready to take the next step in your career? The Call Center PAP Scheduling Team Lead role at DASCO is an exciting opportunity to grow professionally while showcasing your problem solving and leadership skills. This position provides hands-on leadership within the PAP Scheduling call center team, allowing you to support agents in real time, drive quality and accuracy, and play a key role in delivering an exceptional patient experience.

As a Team Lead, you will partner closely with leadership, expand your impact, and continue building your career with a growing organization committed to development from within.

Schedule
Monday–Friday, 9:00 a.m. – 6:00 p.m. ET

This role is an ideal first step into management for high-performing professionals who are ready to expand their leadership impact. As a PAP Scheduling Team Lead, you will gain hands-on experience in coaching, quality monitoring, training facilitation, and operational support. This position offers the foundational skills needed for future supervisory or management roles, increased visibility, the opportunity to influence team performance, and a clear path for growth within DASCO.

• Lead and support PAP Scheduling agents through Teams chat and/or help desk phone line
• Serve as a PAP Scheduling subject matter expert for agent questions and escalations
• Monitor and score calls; provide coaching and feedback to agents
• Lead Training Classes for new hires and refresher classes as needed
• Handle and research escalated billing complaints via phone, email, and chat
• Explain billing details clearly, including invoices, rentals, co-insurance, and patient responsibility
• Assist the Call Center Manager with daily operations and coverage as needed
• Answer help desk questions and chat questions from agents
• Take phone calls as needed during times of heavy call volume and low staffing

• 1+ year of call center experience, preferably in healthcare or billing and insurance
• Direct experience explaining medical billing and patient responsibility
• Coaching or peer-support experience
• Strong communication and problem-solving skills
• Preferred Qualifications
• HME/DME industry experience
• Prior Team Lead or Senior Agent experience
• Familiarity with Brightree or similar EMR/billing systems