What are the responsibilities and job description for the Clinical Support Team Lead position at Forward Health LLC?
Internal Job Opportunity – Team Lead, Inbound (House of Apnea Call Center)
Department: Patient Services
Reports To: Director of Patient Services
Location: Draper, Utah office
Application Deadline: 5/1/2026
We’re excited to announce an internal opportunity to step into a leadership role on our growing Patient Services team! We’re seeking a motivated, collaborative, and proactive individual to serve as an Inbound Team Lead. This is a key leadership role that strengthens daily support for our inbound agents and elevates the patient experience.
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About the Role:
As Team Lead, you’ll serve as the right hand to the Director of Patient Services and a vital day-to-day support for our inbound call center agents. You’ll lead a team of ~7 agents handling a wide range of patient needs including:
- DME orders and resupply questions
- Equipment troubleshooting (CPAP/BiPAP/APAP, masks, etc.)
- Billing inquiries
- Appointment scheduling (sleep & neuro providerappointments & mask fitting appts)
- Other general sleep apnea education and support
This role is focused on coaching, real-time support, and driving a high-quality, consistent patient experience — while ensuring team performance across key inbound metrics.
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Key Responsibilities:
• Daily Team Support
- Serve as the first point of contact for agent questions, patient escalations, and workflow clarification
- Support agents in real-time with troubleshooting, billing questions, and complex patient scenarios
- Help ensure calls are handled with both efficiency and empathy
• Coaching & Development
- Conduct regular 1:1 coaching sessions focused on call quality, accuracy, and patient experience
- Provide actionable feedback using call reviews and performance data
- Identify skill gaps (communication, troubleshooting, system use) and help develop agents accordingly
• Performance Management
- Monitor and drive team performance across key inbound metrics (AR, AHT,FCR,QA-call coaching, call resolution)
- Reinforce accountability while maintaining a supportive team environment
- Help agents balance speed, accuracy, and patient care
• Operational Leadership
- Assist with coverage by stepping in on calls when needed
- Support scheduling, payroll questions, and day-to-day operational needs
- Partner with leadership to identify trends and improve team performance
• Process Improvement
- Help refine workflows for scheduling, billing, and DME support
- Identify opportunities to reduce repeat calls and improve patient understanding
- Contribute to SOP updates and new process rollouts
- Help designing future bonus structures and process improvements
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What We’re Looking For:
Proven track record of strong performance in your current role
- Minimum 6 months in current position
- Full-time availability
- Strong communication skills — able to coach with clarity, empathy, and confidence
- Ability to handle complex or sensitive patient situations professionally
- Strong problem-solving skills and the ability to think through scenarios in real time
- Organized, dependable, and proactive
- Experience helping peers or informally leading is a strong plus
- No active disciplinary actions
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Why Apply?
Step into a leadership role with real impact on team success and patient experience
Build skills in coaching, operations, and decision-making
Help shape how the inbound team delivers care and support to patients
Play a key role in improving both team performance and patient outcomes
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Let’s continue building a strong, supportive team — we’re excited to see who’s ready to step into this role!