Provalus is actively hiring experienced Healthcare Support Leadership and Team Leads (3+ years of experience) to support data entry, inbound/outbound call, and customer support/experience activities. Bring your hands-on customer service background and hit the ground running, with additional on-the-job training and accelerated career advancement opportunities available. Main responsibilities will include transcribing customer information, answering questions from customers professionally, and responding to customer inquiries. 

All positions are full-time with set schedules, professional training and development, and opportunities for career advancement. Start your career today!  

WHY WORK FOR PROVALUS 

Provalus is a 100% U.S.-based company on a mission to create meaningful technology and customer experience careers in rural American communities where opportunities have traditionally been limited. Instead of sending work overseas, Provalus invests in small towns—building local Centers of Excellence (including locations such as North Wilkesboro, NC and Tahlequah, OK) and developing talent from within those communities. 

Key Reasons to Join Provalus 

1. Real Career Path, Not Just a Job Provalus hires people and actively develops them. Many team members start with customer support and advance into higher-level technical, quality, or leadership positions. On-the-job training is provided, and the company emphasizes skills growth and internal promotion. 

2. Paid Training with No Experience Barrier Formal tech experience is not required for many entry-level roles. Provalus invests in training so you can learn systems, processes, and customer support skills while getting paid. This makes it an accessible starting point for people looking to build a long-term career in technology services. 

3. Full-Time Stability and Benefits Positions are full-time with set schedules. Employees receive professional development support, opportunities for advancement, and a benefits package that includes COMPANY PAID HEALTHCARE.  

4. Purpose-Driven Work in Your Community Provalus is built around revitalizing rural economies. Team members work for a company that deliberately chooses small-town locations and hires locally. For many employees, this means building a career close to home while contributing to the economic growth of their own community. 

5. Supportive, Team-Oriented Environment. The culture emphasizes collaboration, mentoring newer team members, and continuous improvement. Employees are encouraged to share frontline insights that improve processes and customer experience.  

6. Growing Company with Expanding Opportunities Provalus continues to open and expand sites across the U.S., creating more roles and advancement paths. As the company grows, high performers have increased opportunities to take on greater responsibility, move into specialized technical work, or step into leadership. 

Who Thrives at Provalus 

People who succeed here typically value clear structure, customer interaction, steady full-time work, and the chance to grow skills over time. Strong communication, reliability, a calm approach under pressure, and a willingness to learn are more important than prior technical  

THE JOB 

Position Summary Provalus is seeking a Healthcare Insurance Customer Support Team Lead to oversee a team of Customer Support Representatives handling claims processing, member and provider inquiries, and customer service activities for health insurance products. This role combines hands-on leadership with claims and compliance expertise, ensuring the team accurately and efficiently resolves claims, billing, and coverage issues while maintaining strict adherence to HIPAA and regulatory standards. 

Responsibilities include: 

• Supervise and coordinate the daily activities of a team of Healthcare Customer Support Representatives, including scheduling, workload distribution, and attendance. 

• Coach, mentor, and develop team members, including onboarding new hires on claims processing procedures, CRM/claims systems, and HIPAA compliance requirements. 

• Monitor team performance against key metrics (e.g., call quality, claims turnaround time, resolution rate, member/provider satisfaction) and provide regular feedback and performance reviews. 

• Handle and resolve the most complex or escalated claims, billing disputes, coverage denials, and appeals that require leadership-level intervention. 

• Serve as the point of escalation for the team on urgent claims, potential fraud/compliance concerns, and complex appeals, escalating further to management or specialized teams as needed. 

• Research and guide the team in researching claims status, benefits, eligibility, and coverage details using available resources, CRM, and claims processing systems. 

• Review call notes, claims documentation, and CRM entries for accuracy, completeness, and compliance, coaching team members on documentation standards. 

• Analyze trends in claims issues, member/provider complaints, and inquiries to identify root causes and recommend process improvements. 

• Ensure the team maintains strict confidentiality of protected health information (PHI) and personally identifiable information (PII) in accordance with HIPAA and applicable regulations and address any compliance concerns promptly. 

• Partner with internal departments (e.g., claims, billing, provider relations, clinical review) to resolve cross-functional issues and communicate team needs and insights. 

• Lead team meetings and communicate organizational updates, policy changes, regulatory updates, and goals to the team. 

• Support hiring, performance management, and disciplinary processes in partnership with HR/management as needed. 

• Ensure the team stays current on health plan offerings, claims processing procedures, coding basics, and regulatory/compliance requirements. 

• Identify and implement opportunities to improve team processes, claims accuracy, and the overall member/provider experience. 

• Other duties as assigned. 

Role Requirements include: 

• Must have HS Diploma or GED; associate or bachelor's degree preferred. 

• 3+ years of experience in healthcare, health insurance, medical billing, or claims processing. 

• Required: prior experience directly leading, supervising, or managing a team (e.g., Team Lead, Supervisor, or similar role) — candidates without prior people-management experience will not be considered. 

• Strong working knowledge of healthcare terminology, medical billing/coding concepts (e.g.,MI, BV) and insurance claims processes. 

• Thorough understanding of HIPAA requirements and demonstrated commitment to maintaining strict confidentiality of PHI/PII, including experience enforcing compliance standards within a team. 

• Demonstrated experience managing a team in claims processing, health insurance, or healthcare customer support environment preferred. 

• Proven track record of driving measurable improvement in team KPIs (e.g., claims turnaround time, resolution rate, quality scores, member/provider satisfaction). 

• Hands-on experience conducting formal performance reviews, coaching, and disciplinary documentation. 

• Experience training and onboarding new hires, including developing or delivering training materials on claims processes and compliance requirements. 

• Ability to work onsite at the Provalus office. No remote positions are available currently. 

• Excellent communication, coaching, and interpersonal skills, particularly when explaining complex claims or coverage of information clearly. 

• Strong working knowledge of CRM systems and claims processing platforms; comfortable pulling and interpreting performance data/reports. 

• Strong attention to detail and accuracy, given the sensitivity and regulatory scrutiny of healthcare and claims data. 

• Ability to react effectively and calmly in stressful situations, including complex claims disputes, and to help the team do the same. 

Job Type: Full-time Work Location: In person