Contact Center Team Lead
Centerstone•Nashville, TN
•$36,080 - $50,535•Onsite
About The Position
The Centerstone Contact Center Team Lead is an integral component of our Centerstone team. The position requires excellence in leadership, reporting, and communications with management and the customers we serve. The ideal candidate must demonstrate a working knowledge of behavioral health basics, handing of escalated customer calls, and addressing staff situations.
Requirements
- Effectively communicate via written, verbal, and virtual methods.
- Knowledge of basic call center technology.
- Excellent customer services skills.
- Familiarity with federal HIPAA and CMS regulations required.
- Knowledge of insurance benefits structures.
- Strong working knowledge of behavioral healthcare terminology and healthcare landscape.
- Prior experience using an EMR, CRM, and/or scheduling software.
- Experience with various IT systems and familiarity with desktop applications, especially MS Windows Applications (Excel, PowerPoint, Word, etc).
- Excellent attention to detail, and ability to meet deadlines.
- A minimum of 2 years of related experience in a healthcare customer service call center, patient engagement, or patient care management experience.
Nice To Haves
- Experience in behavioral health care or crisis services preferred.
Responsibilities
- Assist the Contact Center Manager in the day-to-day operations and management of the Contact Center Team.
- Continually monitor the Contact Center Call Dashboard to ensure Contact Center Specialists are available to take incoming inquiries and takes calls when necessary.
- Assist Contact Center Manager with escalated customer interactions.
- Conduct special projects and generate reports as assigned by management.
- Reports and monitors all incidents of HIPAA violations and system issues within established guidelines.
- Work with the Contact Center Manager to monitor monthly work schedules to ensure adequate staffing levels with consideration of vacation, time of requests, and call volume statistics.
- Ensures successful workflow and handling of incoming calls by supervising staff with direction of Contact Center Team Manager.
- Ensure availability to contact center agents through the duration of your shift.
Benefits
- Medical, dental, and vision health coverage
- Flexible Spending and Health Savings Accounts
- 403b retirement plan with company match
- Paid time off and ten paid holidays
- AD&D Insurance, Life Insurance, and Long Term Disability (company paid)
- Employee Resource Groups
- Continuing education opportunities
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
