Contact Center Team Lead

SUMMARY OF 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, handling of escalated customer calls, and addressing staff situations.

Essential Duties & 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 off requests, and call volume statistics.
• Ensures successful workflow and handling of incoming calls by supervising staff with direction of Contact Center Team Manager.
• Ensures availability to contact center agents through the duration of your shift.

Knowledge, Skills & Abilities

• 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.
• Experience in behavioral health care or crisis services preferred.

Qualifications

• Education Level: Bachelor’s Degree in human services, psychology, social services, education or related field preferred.
• Years Of Experience: A minimum of 2 years of related experience in a healthcare customer service call center, patient engagement, or patient care management experience.
• Certification/Licensure: None required.

Physical Requirements

• Standing - 10%
• Sitting - 90%
• Squatting - occasional
• Lifting - occasional
• Bending - occasional
• Kneeling - occasional

DISCLAIMER

The duties and responsibilities described in this document are not a comprehensive list and additional tasks may be assigned to the employee from time to time, or the scope of the job may change as necessitated by business demands. Time Type: Full time Pay Range: $36,080.00--$50,535.00 Benefits: Delivering care that changes people's lives starts with our employees. Below are just some of the great benefits Centerstone employees enjoy: 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 Centerstone is an equal opportunity employer. Employment at Centerstone is based solely on a person's merit and qualifications directly related to professional competence. We treat all clients and colleagues with dignity and respect. At Centerstone, we use our values as a guide for what we do. Respect, Expertise, Integrity and Empowerment are at the heart of every interaction at Centerstone, and particularly rooted in our Culture. Our approach to culture is to create an environment that encourages, supports and celebrates the voices and experiences of our employees. We are committed to a culture of empowerment, respect, integrity and expertise that powers our innovation and connects us to each other, our clients and the communities we serve. Centerstone is also committed to a strong culture of quality and safety, celebrating role-models who champion best practices for quality, clinical risk, and patient safety.