Contact Center Lead

🕒 Maio 16

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Harbor Health

SiteLinkedInTodas as Vagas

11 - 50 funcionários

⚕️ Seguro de Saúde

Healthcare Insurance

A Harbor Health é uma provedora de saúde que oferece uma variedade de serviços médicos, incluindo Atendimento Expresso para necessidades médicas imediatas, como dores de garganta, alergias sazonais e consultas anuais de bem-estar. Eles destacam uma abordagem de co-criação da saúde, trabalhando colaborativamente com os pacientes para alcançar resultados ótimos de saúde. A Harbor Health oferece opções de agendamentos virtuais e tradicionais e aceita a maioria dos planos de saúde, garantindo assistência acessível para seus clientes. Com várias clínicas, incluindo locais especializados em Atendimento Expresso, eles se concentram em oferecer atenção calorosa, acolhedora e eficiente, como evidenciam as avaliações positivas dos pacientes.

Descrição

• Assist the supervisor in managing team performance against service levels, quality, and productivity metrics; provide real-time coaching and support • Support day-to-day operations by monitoring queues, assisting agents, and maintaining service levels during volume fluctuations • Handle on-phone and off-phone escalations, ensuring timely investigation, resolution, and proper documentation • Oversee callback management, ensuring timely member follow-up and adherence to service standards • Complete and manage off-phone processing work including referrals, scheduling corrections, and case updates • Ensure quality and compliance with HIPAA, internal policies, and call handling standards across the team • Support training and development through coaching, onboarding support, and knowledge sharing • Maintain adherence to workflows and tools, ensuring consistent execution of scheduling, referral, and market-specific processes • Track and report trends in performance, escalations, and call drivers to provide actionable operational insights • Coordinate cross-functionally with clinics, providers, and support teams to resolve complex member issues • Act as subject matter expert (SME) and escalation point for complex member scenarios and research follow-up

🎯 Requisitos

• 2+ years in a healthcare contact center, with at least 1 year in a lead, senior agent, or SME capacity • Familiarity with primary care contact center processes, including referrals, scheduling, and member navigation • Experience supporting team performance against service levels, quality, and productivity metrics • Proficiency in handling and resolving on-phone and off-phone escalations • Knowledge of healthcare insurance processes (prior authorization, claims, eligibility) and HIPAA compliance • Strong problem-solving and documentation skills for timely issue resolution and follow-up • Ability to coordinate effectively with clinical, operations, and support teams • Experience supporting agent training, onboarding, and knowledge transfer • Detail-oriented with strong written and verbal communication skills • Preferred: Experience in a payvider, ACO, or value-based primary care environment • Familiarity with Athena or similar EHR/scheduling platforms • Understanding of HEDIS, Star Ratings, or quality performance frameworks • Experience with callback management systems or CRM complaint tracking tools • Bilingual: English / Spanish

🏖️ Benefícios

• Opportunity to shape how Harbor Health's contact center shows up for members — your leadership directly impacts member experience • Collaborative environment where clinical, operations, and contact center teams work closely together • An organization of people passionate about transforming healthcare access for underserved communities in Texas • Competitive salary and benefits package • A clear growth path as Harbor's contact center operations expand • A transparent startup culture where your contributions are seen and valued