Team Lead, Task Force

TurningPoint Healthcare Solutions
TurningPoint Healthcare Solutions

Lake Mary, FL, USA

Posted on Aug 12, 2026
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Position: Team Lead, Task Force
Location: Lake Mary, FL
Job Id: 731-TBD
# of Openings: 1
Team Lead, Task Force
Who We Are:
TurningPoint Healthcare Solutions is a leader in advanced clinical and technology-enabled complex condition management. TurningPoint provides an innovative suite of specialty care management services and technologies that enable health plans and employers to improve the safety, quality, and affordability of healthcare. Through its platform and specialized team of clinical experts, TurningPoint works collaboratively with providers to deliver optimal care. TurningPoint offers condition-specific, quality-driven, value-based care management services that optimize care from diagnosis and discovery through recovery. TurningPoint’s comprehensive and integrated suite of services enhances the support individuals need, at the time they need it most. Since launching in 2015, TurningPoint has provided support to more than 50 million people nationwide across numerous clinical specialties including musculoskeletal, pain management, cardiology, wound care, ear/nose/throat, and sleep. TurningPoint’s model moves beyond denial-based care to holistic condition management that improves outcomes and reduces cost. TurningPoint is an independent organization, not owned or affiliated with a health plan or provider system.
Position Summary:
As a subject matter expert, the Task Force Team Lead will provide effective guidance and support over the daily operations of the assigned team to ensure the organizational needs and client/ customer expectations are met. Leaders will work across all teams, directly involved in Zendesk and CRM
Roles and Responsibilities:
  • Ensure high priority in delivering service excellence both independently and across the team.
  • Answer client/customer inquiries and develop action plans for any identified areas of improvement.
  • Foster timely and accurate communication and distribution of company policies, procedures and responsibilities that directly relates to the assigned contract/ client expectations.
  • Provide satisfactory resolutions to customer issues escalated from the Clinical Operations Representatives.
  • Monitor and maintain the key performance indicators as outlined by management.
  • Monitor, evaluate and report on any client trends that may impact staffing schedules to include business demands and case volumes.
  • Assist with the hiring, development, and evaluation of all staff, including handling corrective action when necessary.
  • Support Clinical Operations daily with working the phone queue and creating cases, especially during peak/ overflow periods.
  • Assist with coaching / training the Clinical Operations Representatives to ensure that they achieve or exceed company expectations for quality of services rendered by providing regular, constructive feedback and guidance to develop team members to their full potential.
  • Support organizational and departmental QA/ QI initiatives to include auditing as appropriate.
  • Serve and protect the company by adhering to URAC standards, professional standards, policies and procedures, federal, state, and local requirements, and professional and licensing standards.
  • Participate in educational opportunities, read professional publications, maintain personal networks; participate in professional organizations.
  • Enhance company reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Follow company policies and procedures and conducts annual performance reviews in a timely manner.
  • Respects and maintains HIPAA confidentiality guidelines.
  • Other duties as directed. T This includes, but is not limited to:
    • Daily Chat Checks
    • Maintaining TAT
    • Skill Building Hosting
    • Audits
Education, Experience and Licensure:
  • Experience as a Task Force agent highly preferred
  • Minimum of 2 years’ experience in Customer Service, or any healthcare operations, is required.
  • Excellent verbal and written communication skills.
  • Must possess strong organizational skills; ability to multitask; commitment to customer service; ability to problem solve.
  • Must be able to foster a positive and productive work environment.
  • Associates Degree in a business or health related field is preferred.
  • Phone Queue Experience and Data Entry Skills
Preferred Skills:
Deescalation and time management skills
Creating a Safe, Effective Environment, Verbal Communication, Listening, Confidentiality, Dependability, Emotional Control, Teamwork.
Strong organizational skills; commitment to customer service; ability to problem solve; strong presentation skills throughout all levels of the organization. Must be able to foster a positive and productive work environment with ability to lead, build teams and motivate staff. Proficient in Microsoft Word, Excel, and Outlook.
TurningPoint Healthcare Solutions is an Equal Opportunity Employer.

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