Concierge Support Team Lead- Nashville TN- Onsite

Lucent Health is a forward-thinking company that integrates advanced claims management with a compassionate, human-centered, and data-driven care management solution. It is dedicated to assisting self-insured employers in delivering health plan participant care management that encourages smarter, cost-effective healthcare decisions. Rooted in continuous data analytics, Lucent Health ensures that participants receive the right care at the right cost and at the right time. The company aims to be a superior health benefits partner for self-insured employers by combining expertise, technology, and a commitment to the well-being of its clients and their members.

Lucent Health values a corporate culture built on honesty, ethics, and hard work. These core principles form the foundation of all business activities. Employees are expected to practice transparent communication, integrity, truthfulness, and trustworthiness. Ethical standards emphasize fair decision-making, accountability, respect for others, and maintaining confidentiality. The hardworking aspect encourages consistency, proactiveness, willingness to assist beyond assigned tasks, and adaptability to changing environments. This commitment to company values creates a dependable and positive work atmosphere where team members thrive and collaborate effectively.

The role of Concierge Support Team Lead is a pivotal position within Lucent Health’s Concierge Support team, based out of Nashville, TN. This leadership position involves overseeing care coordinators and support specialists who manage customer interactions through phone, email, mobile messaging, and other non-technical service requests. The Team Lead is responsible for resolving escalated and complex issues, improving system and workflow processes to optimize effectiveness, and coaching junior team members to enhance their skills and performance.

The Concierge Support Team Lead ensures that the team consistently delivers timely, accurate, and thorough support by monitoring workload distribution and prioritizing cases based on complexity, urgency, or member risk. This leader actively manages member issue resolution by directing outreach, follow-ups, and documentation in accordance with the Concierge service model. Acting as the first escalation point for difficult cases—including balance billing, care access barriers, unresolved claims, and provider disputes—the Team Lead collaborates with internal units such as Claims, Care Management, Clinical, Eligibility, and external vendors to facilitate resolutions requiring cross-functional coordination.

This position demands not only leadership but also hands-on involvement in reviewing case strategies and documentation quality to ensure alignment with Concierge standards. The Team Lead identifies gaps in execution, such as delayed follow-up or incomplete issue ownership, and provides real-time corrective coaching. The role also supports new team members through structured onboarding, shadowing, and progressive feedback. By spearheading or participating in process improvement projects, the Team Lead helps minimize friction, reduce handoffs, and decrease rework, all while maintaining focus on the organization’s service philosophy that emphasizes resolution over call efficiency.

Additionally, the Team Lead ensures all activities comply with internal controls including HIPAA regulations, documentation protocols, and escalation procedures. They keep management informed about performance metrics, risks, and operational challenges by serving as the key communication link between frontline staff and executive leadership. This position requires a balance of independent action and teamwork to achieve excellence in customer service and operational efficiency. Lucent Health welcomes candidates motivated to contribute to a meaningful cause in healthcare and to grow within a company committed to integrity and innovation.