Contact Center Team Lead

Hackensack Meridian Health•Tinton Falls, NJ

2d•Hybrid

About The Position

The Contact Center Team Lead will provide hands-on support to PAC Contact Center representatives who are handling multi-channel requests in a fast paced-centralized contact center environment, interacting with patients, families and clinical staff to schedule appointments, register patients and handle other medical requests. This role requires advanced customer service skills, advanced problem solving skills and the ability to assist with refresher training of existing and new team members. effectively provide support to team members to ensure they are following correct procedures and protocols. With direction from Contact Center management, Team Leads will work collaboratively with representatives to offer guidance and/or handle escalated calls to achieve quality and performance standards. This position will offer a hybrid schedule.

Requirements

High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
Minimum of 2 years previous call center experience in a customer service environment OR a current active Patient Access Center team member with 6+ months in the role.
Strong written and verbal communication skills gained from prior customer/patient experience in a similar call center role.
Ability to multi-task and be a hands-on self-starter in a fast paced environment.
Proven customer service and problem resolution skills
Strong computer, analytical and problem-solving skills with ability to handle de-escalations
Familiar with health care insurance eligibility and authorization
Outstanding work ethic and strong adherence to a shift schedule (may include overtime and weekend work)
Must possess good problem solving skills and the ability to approach problems logically and troubleshoot.
Must possess good time management skills: multitasking, prioritizing to accomplish multiple tasks with multiple deadlines.
Supports and participates in a collaborative team-oriented environment.
Ability to communicate with all levels of management and company personnel
Strong organizational and planning skills with an eye for detail.
Clear and effective communication skills.

Nice To Haves

Associate or Bachelor's degree.
Previous experience using the EPIC system.
1 year of healthcare experience as a Medical assistant or assisting patients in any capacity.
2+ years of previous experience working in an inbound call center environment.
Experience in healthcare or hospital systems and insurance processes
Bilingual in Spanish.

Responsibilities

Provide continual evaluation of processes and procedures, suggesting methods to improve areas of operation, efficiency and service.
Provide Contact Center team members with support and respond to escalations.
Communicate information to and from team members, other managers and departments.
Assist with new and refresher training of team members.
Ensure accuracy in all required demographic, financial, referral/authorization, clinical and other registration data is accurately scheduled, collected, verified and communicated.
Communicate any process or performance concerns to Managers on a timely basis.
Audit phone, email and other customer interactions, observing performance, techniques and application of guidelines and procedures.
Coach and provide training to personnel to maintain high customer service standards.
Required to meet specific performance metrics of productivity and quality assurance.
Assist Contact Center Supervisor and contribute in maintaining a positive work environment and in motivating the team.
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.