Job description
About us
LifeMD is a leading digital healthcare company committed to expanding access to virtual care, pharmacy services, and diagnostics by making them more affordable and convenient for all. Focused on both treatment and prevention, our unique care model is designed to optimize the patient experience and improve outcomes across more than 200 health concerns.
To support our expanding patient base, LifeMD leverages a vertically-integrated, proprietary digital care platform, a 50-state affiliated medical group, a 22,500-square-foot affiliated pharmacy, and a U.S.-based patient care center. Our company — with offices in New York City; Greenville, SC; and Huntington Beach, CA — is powered by a dynamic team of passionate professionals. From clinicians and technologists to creatives and analysts, we’re united by a shared mission to revolutionize healthcare. Employees enjoy a collaborative and inclusive work environment, hybrid work culture, and numerous opportunities for growth. Want your work to matter? Join us in building a future of accessible, innovative, and compassionate care.
About the role
We are seeking a dependable and proactive Care Center Lead to serve as a critical support resource within our telehealth Call Center operations. Acting as a bridge between frontline agents and supervisors, this role provides real-time assistance, guidance, and leadership on the floor to ensure smooth daily operations and a consistent, patient-focused service experience. The ideal candidate is an experienced call center agent with strong leadership potential, excellent communication skills, and a deep understanding of patient-centered service in a dynamic, hybrid environment.
Responsibilities
Team Support:
- Serve as the first point of contact for agents needing assistance with workflows, systems, or patient interactions
- Troubleshoot issues quickly and escalate to supervisors when necessary
Real-Time Monitoring:
- Monitor call queues, wait times, and dashboards during shifts
- Assist in reallocating resources during peak periods to maintain service levels
Coaching & Mentoring:
- Provide informal coaching and encouragement during shifts
- Lead by example in professionalism, problem-solving, and call handling
Escalation Handling:
- Manage minor patient or workflow escalations independently
- Route more complex or sensitive concerns to supervisors or managers
Training Assistance:
- Help onboard new agents by shadowing calls, answering questions, and reinforcing key training concepts
- Serve as a reliable peer mentor and knowledge resource
Quality & Compliance:
- Support adherence to HIPAA and internal quality standards
- Reinforce protocols and best practices to ensure consistent care center operations
Communication Hub:
- Act as a liaison between supervisors and agents—sharing updates, process changes, and shift transitions effectively
Basic Qualifications:
- 1+ years of experience in a customer service or call center environment
- Familiarity with CRM systems, telephony platforms, and support tools
- High school diploma or equivalent
Preferred Qualifications:
Experience in telehealth or healthcare support
Recognized as a top-performing agent with consistent professionalism, reliability, and teamwork
Strong communication, leadership, and problem-solving skills
Ability to adapt quickly and support peers in high-volume or dynamic situations
Salary Range: $55,000-65,000 annually
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Unlimited PTO Policy
Paid Holidays
Short Term & Long Term Disability
Training & Development
