Lead Health Assistant

Job Description

Job Description

About TouchCare

TouchCare is a healthcare concierge service dedicated to simplifying the complexities of health insurance and the healthcare system. By assigning each member a personal assistant, TouchCare helps resolve billing issues, coordinate with providers, and save individuals time and money. Committed to providing a healthier understanding of healthcare, TouchCare makes navigating healthcare more convenient and stress-free for its users.

TouchCare is a health tech organization headquartered in Stamford, CT and with offices in Shrewsbury, NJ. The Company provides a personal on-demand, white-glove healthcare concierge service that helps its members find the highest quality, most convenient, lowest out-of-pocket care; available via web, phone, and mobile app.
The Company's customers include large self-insured companies and small to medium-size businesses who provide TouchCare to their employees as a benefit.

TouchCare's Lead Health Assistants serve as both frontline advocates for our members and mentors to their assigned team members. In this role, you will support members by helping them find high-quality providers, schedule appointments, understand costs (copays/coinsurance), and resolve insurance or medical/dental billing issues. You'll engage with members across phone, email, and our app — delivering a high-touch, supportive experience.
In addition to member support, Lead Health Assistants are responsible for team oversight and performance. This includes monitoring daily activity, ensuring SLA adherence, auditing ticket quality, and managing ticket distribution. You will coach team members through complex cases, reinforce workflows and best practices, and ensure consistent, high-quality outcomes.
This role also includes conducting weekly one-on-ones, leading team meetings, and serving as the primary point of contact for escalations. Escalations may include time-sensitive cases, high-priority or broker-related issues, and sensitive situations such as mental health or inpatient care.
Strong communication, organization, and leadership skills are essential, along with the ability to manage both member needs and team performance in a fast-paced environment.
Responsibilities

• Demonstrate a strong understanding of health insurance, including claims processing and Explanation of Benefits (EOBs), and clearly explain complex concepts to members
• Deliver exceptional customer service with strong communication, patience, and consistent follow-through
• Explain financial differences between plan types (e.g., CDHPs vs. traditional plans) when applicable
• Utilize multiple communication channels (phone, email, text) and internal systems to support members effectively
• Develop knowledge of provider networks and service areas to support appropriate referrals
• Collaborate with Health Assistants and leadership to share best practices and improve team performance
• Identify cases that require escalation and manage both internal and external escalation processes
• De-escalate sensitive member situations and define clear next steps
• Support team members by answering questions and providing guidance on case resolution
• Coach and develop team members to support their growth and success
• Audit team tickets to ensure quality, accuracy, and adherence to SLAs
• Review member feedback, including negative experiences, and take appropriate action through outreach or internal escalation

Experience

• 3–5+ years of customer service experience, preferably within healthcare, health tech, insurance, or a related field (e.g., care navigation, member services, benefits, or provider relations)
• 1–2+ years of experience in a leadership, mentorship, or team lead capacity
• Strong understanding of the U.S. healthcare and health insurance ecosystem (claims, EOBs, copays/coinsurance, plan types, etc.)
• Experience working in SLA-driven environments and managing high-volume case queues
• Proven ability to handle escalations, complex member or client situations, and sensitive healthcare cases
• Demonstrated success in coaching, mentoring, or training team members to improve performance
• Excellent written and verbal communication skills, with the ability to explain complex information clearly and empathetically
• Comfortable navigating multiple systems and communication channels (phone, email, chat, CRM/ticketing tools)
• Experience supporting high-volume periods (e.g., open enrollment or seasonal spikes) strongly preferred
• Bachelor's degree in healthcare or a related field preferred

Why Join Us?

• Professional Growth: Gain exposure to diverse accounting functions and portfolio company
• management.
• Collaborative Environment: Work closely with a supportive team that values your contribution.
• Fast-Paced & Rewarding: No two days are the same in our deadline-driven, high-energy office.

Work Environment

• Onsite