Contact Center Team Lead

Hackensack Meridian Health Inc.; Hackensack (NJ); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Hackensack Meridian Health's Contact Center Team Lead will provide hands-on support to PAC Contact Center representatives 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.

The role requires advanced customer service and problem-solving skills, plus the ability to assist with refresher training of existing and new team members.

Qualifications

• Minimum of 2 years call center experience in a customer service environment.
• Strong written and verbal communication skills.
• Ability to multi-task in a fast paced environment.
• Proven customer service and problem resolution skills.
• Familiar with health care insurance eligibility and authorization.
• Willing to work overtime and weekends.
• Ability to communicate with all levels of management and company personnel.

Responsibilities

• Provide hands-on support to PAC Contact Center representatives.
• Schedule appointments, register patients, and handle medical requests.
• Assist with refresher training of existing and new team members.
• Ensure adherence to procedures and protocols.
• Handle escalated calls to achieve quality and performance standards.

Skills

Customer service

Communication

Problem solving

Time management

Multi-tasking

De-escalation

Computer skills

Healthcare insurance knowledge

Team collaboration

Education

High School diploma or GED

Associate or Bachelor's degree

Tools

EPIC system

Job description

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

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.

Education, Knowledge, Skills and Abilities Required:

• 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.

Education, Knowledge, Skills and Abilities Preferred:

• 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.