ABOUT VAXCARE:

The healthcare system is complex, presenting challenges for everyone—patients, doctors, nurses, office managers, and billers alike. At VaxCare, we aim to streamline this complexity, eliminating unnecessary costs and confusion so that practices can focus on their important work: caring for patients. Our innovative solutions include a vaccine management and LARC access platform trusted by over 20,000 active providers nationwide. This service is powered by a multidisciplinary team of dedicated professionals who lead with integrity and a relentless drive to exceed expectations, bringing clarity and efficiency to the often-overwhelming world of healthcare.

THE POSITION:

As a HSG Team Leader at VaxCare, you will play a critical role in driving high performance and maintaining a culture of success within your team. This role is responsible for managing and optimizing team workflows to ensure that performance targets are consistently met, while continuously improving processes to deliver operational excellence. You will lead by influence, guiding our HSGs to become a reliable and efficient resource for the internal teams they support. Your primary focus will be building and developing a highly motivated, engaged, and high-performing team that aligns with VaxCare’s Core Values, while balancing goal achievement and human touch to maximize engagement and results.

As the Team Leader, you will not only oversee the team’s performance but also work actively within team workflows, providing subject matter expertise, handling escalations, and implementing initiatives to improve both individual and team productivity. You will ensure that workloads are appropriately balanced and goals are met, setting a positive tone and a fast-paced standard for success.

COMPETENCIES: Core to all positions at VaxCare

We Live (and Work) by Our Values:

• “VaxCare-ness” (Art of Care) – Nurturing and providing for each team member
• Belief in Something Bigger than Ourselves – Capacity to derive meaning from a larger purpose
• Humility as a Posture of Learning – Burning curiosity to learn without ego
• Adaptability & Embracing Change – Nimbleness & ready to seize new opportunities

Additional “Must Haves”:

• Dependability – Must be able to meet deadlines, work independently, maintain focus, be punctual and good attendance record.
• Interpersonal Skills – Builds strong relationships & contributes to a positive work environment.
• Computer Skills – Skilled with computers, learns new tools quickly.
• Ethics – Honest, accountable, maintains confidentiality.

ESSENTIAL RESPONSIBILITIES:

• Oversee and manage daily workflows, ensuring performance aligns with Service Level Agreements (SLAs) and productivity targets, and that workloads are effectively distributed across the team.
• Monitor team performance against set goals, and take proactive steps to ensure consistent achievement of all performance metrics.
• Serve as a Subject Matter Expert (SME), providing escalated support and guidance to team members, while continuously developing their skills and enhancing their effectiveness.
• Lead efforts to optimize team workflows, driving continuous improvement through process evaluation and enhancements that maintain a balance between technology use and personal touchpoints.
• Build and maintain a high-performing team through regular coaching, feedback, and development opportunities, fostering a highly motivated and engaged workforce.
• Collaborate with other Team Leaders and management across departments (Product, Sales, RCM, Customer Care, etc.) to ensure cohesive and effective rotational experiences.
• Drive team success by sharing insights, best practices, and performance wins with key stakeholders to highlight the team’s impact on business goals.

REQUIRED EXPERIENCE & QUALIFICATIONS

• Proven experience in a leadership role within a customer care or operations environment, with a track record of driving team performance and workflow optimization.
• Strong ability to lead, motivate, and develop a high-performing team.
• Excellent communication skills, with the ability to collaborate across multiple departments and influence outcomes without direct authority.
• Demonstrated expertise in managing daily operations and workload distribution to meet performance goals.
• Experience with continuous process improvement, particularly in balancing technology and human interactions to optimize customer experiences.
• Strong problem-solving and decision-making skills, with the ability to manage escalations and deliver effective solutions.
• Ability to work in a fast-paced environment while maintaining a focus on quality, efficiency, and effectiveness.

OTHER ESSENTIAL REQUIREMENTS

• Prolonged sitting or standing: Employees must be able to remain in a stationary position for extended periods, as much of the work involves sitting at a computer or workstation. Some hybrid or office-based roles may also require the ability to stand for portions of a shift.
• Transportation and Attendance Requirements: Candidates must be able to reliably commute to the office each day, arrive on time, and complete an 8-hour workday as part of their on-site responsibilities.
• Repetitive motions: Significant use of the hands, wrists, and fingers is required for tasks like typing, using a computer mouse, and handling paperwork.
• Visual acuity: The job requires the ability to view a computer screen and read documents for extended periods.
• Communication: Employees must be able to clearly express and exchange ideas in English to effectively communicate with customers and co-workers.
• Occasional lifting: Many office-based jobs specify the ability to occasionally lift or move up to 10–20 pounds to handle supplies or equipment.