Customer Contact Team Lead
About The Position
Kitsap Mental Health Services (KMHS) provides comprehensive behavioral health services to individuals and families across Kitsap County. The Customer Contact Team Lead works closely with the Client Contact Manager to oversee the daily operations of the front desk, call center, and centralized scheduling departments. The role helps manage internal and external complaints and resolve them swiftly, schedules floaters, and helps ensure front desk positions are filled to support clinical staff. The position also supports customer service quality, staff training and onboarding, consistent application of current processes, and the development and morale of customer service representatives. It requires handling limited client information as authorized and trained, in accordance with HIPAA privacy and security standards and agency policies. The position is full-time and on site, with a hiring range of $22.90–$28.05 per hour.
Requirements
- High school diploma or GED.
- At least 1 year of job-related experience.
- Experience with call centers and customer service management.
- Experience using an Electronic Medical Record (EMR).
Nice To Haves
- Bachelor’s degree in business or a related field.
- At least 3 years of job-related experience.
- Coursework in medical or psychiatric terminology.
Responsibilities
- Assist the Client Contact Manager with daily operations of the CSR departments and ensure high-quality customer service to clients.
- Participate in planning and conducting training and onboarding, and help ensure CSRs know current processes.
- Work with the Client Contact Manager to streamline and prioritize routine tasks.
- Resolve issues that CSRs cannot handle.
- Serve as a resource and role model for CSRs and support their development.
- Promote positive staff morale by responding to problems promptly and ensuring thorough, accurate internal communications.
- Maintain lobby postings and update them as changes occur, including providing postings in various languages.
- Disclose limited client information as necessary for the position, following Records Department Supervisor training, HIPAA privacy and security standards, and agency logging policies and procedures.
- Complete required training and annual refreshers.
- Schedule floaters and help ensure front desk positions are filled to support clinical staff.
- Perform other responsibilities appropriate to the position.
Benefits
- Health, dental, and vision coverage.
- Up to 19 days of paid time off, two mental health days, and 10 holidays; pro-rated for part-time employees.
- Fully paid YMCA membership for the employee and eligible family members.
- Company-paid life and disability insurance.
- Student loan assistance and professional development.
- 403(b) retirement plan with company contributions.
- Employee Assistance Program (EAP).
- Pet insurance.
- Free 2MorrowHealth wellness app.
- Collaborative, supportive team environment.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
