Consult Support Lead

Join the team leading the next evolution of virtual care. 

At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives.

Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we’re transforming how better health happens.

Summary of Position

The Consult Support Team Lead will be responsible for supporting the Operations Supervisor and assisting in the day-to-day operation of the Consult Support and Command Center functions. These functions have a primary focus of reviewing various data elements to ensure timely delivery of healthcare to our patients by our network physicians. The team is staffed 24 hours a day, 365 days a year.

The activities of the Team Lead may vary daily and could include taking hands-on responsibilities of Consult Support Specialist (CSS) assignments, providing direction, training, coaching and leadership to CSS team members, performing quality audits, and partnering with other CSS leaders to ensure organizational strategies are being implemented.

Essential Duties and Responsibilities

• Expected to host and attend Team huddles, team meetings or debriefing.
• Provide coaching, training, and real time assistance to front line staff as needed in partnership with supervisor.
• Review, analyze & research various data points that could impact department KPIs and take corrective action to resolve the situation. 
• Ability to assess circumstances relevant to the KPI and provide direction to internal and external stakeholders in real time and 4 hours look ahead. 
• Identify, document, and communicate daily trends and communicate to Stakeholders. 
• Acts as liaison between IT and Operations to establish / maintain strong exchange of information on any technical or system issues.
• Responsible for providing detailed documentation, adequate end of shift notes, accurate information in assigned logs to ensure there is seamless communication within the department.
• Build and maintain a professional rapport with all Network Providers to offer real time assistance and ensure they have the appropriate access to systems and tools necessary to perform consults.
• Acquire full knowledge and understanding of various products/proprietary systems to develop into a subject matter expert to assist with processes across product lines.
• Ability to provide a quality driven experience for our members and providers.
• Perform other duties as directed.

Supervisory Responsibilities

None

Qualifications Required for Position

• 2+ Years in Customer Service Operations required
• 1 year of prior leadership or training experience is required (will consider applicable experience with Teladoc in lieu of requirement)
• Proficient in MS Word, Excel, PowerPoint
• Attention to detail is a must.
• Ability to follow a process that is outlined by leadership.
• Ability to work independently.
• Possess the ability to work on multiple projects, define tasks and assign priority level with minimal supervision.
• Ability to adapt to changes in work environment.
• Represent Teladoc to members, providers, and clients in a courteous and professional manner.

Qualifications Preferred for Position

• Undergraduate Degree preferred
• Experience in health care or mental health care, preferred.
• Workforce Management/Planning preferred
• Demonstrates strong analytical and critical thinking skills.
• Proactive, resourceful, and strong team player.

Work Environment

Remote

The base salary range for this position is $50,000K-$54,000K In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here Teladoc Health Benefits 2026. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

We follow a Flexible Vacation Policy, intended for rest, relaxation, and personal time. All time off must be approved by your manager prior to use. You will also receive 80 hours of Paid Sick, Safe, and Caregiver Leave annually. This applies to full-time positions only. If you are applyin