Contact Center Team Lead

Hackensack Meridian Health; Neptune City (NJ); Hybrid; Full time

Job summary

A leading healthcare organization seeks a Contact Center Team Lead to enhance service quality in Neptune City, NJ. This full-time role includes hands-on support to call center representatives, training new staff, and ensuring procedures are followed. The successful candidate will have strong communication and customer service skills, along with 2 years of experience in a call center environment. A competitive benefits package includes health, dental, vision, and tuition reimbursement.

Benefits

Health, dental, vision benefits

Paid leave

Tuition reimbursement

Retirement plan

Qualifications

• At least 2 years of call center experience in customer service.
• Excellent communication skills.
• Ability to multitask and work proactively.

Responsibilities

• Evaluate and improve processes to enhance operational efficiency.
• Support team members and respond to escalations.
• Communicate effectively with team members, managers, and departments.

Skills

Communication

Customer service

Problem resolution

Organizational skills

Time management

Analytical skills

Education

High School diploma or GED

Associate or Bachelor's degree (preferred)

Job description

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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 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, problem-solving skills, and the ability to assist with refresher training of existing and new team members. The Team Lead will support team members to ensure procedures and protocols are followed, working collaboratively with management and handling escalated calls to meet quality and performance standards.

This position will offer a hybrid schedule.

Responsibilities

• Evaluate and improve processes and procedures to enhance operational efficiency and service quality.
• Support team members and respond to escalations.
• Communicate effectively with team members, managers, and departments.
• Assist with training and refresher courses for staff.
• Ensure accuracy in all data related to scheduling, registration, and documentation.
• Maintain strong organizational and communication skills, with attention to detail.
• Work efficiently in a fast-paced environment, managing multiple tasks and deadlines.
• Report performance or process concerns to management promptly.
• Audit interactions and observe performance, providing coaching as needed.
• Contribute to a positive work environment and motivate the team.
• Perform other duties and projects as assigned.

Qualifications

Required:

• High School diploma or GED.
• At least 2 years of call center experience in customer service or 6+ months as a Patient Access Center team member.
• Excellent communication skills.
• Ability to multitask and work proactively.
• Customer service and problem resolution skills.
• Computer literacy and analytical skills.
• Knowledge of healthcare insurance eligibility and authorization.
• Strong work ethic and adherence to schedule, including overtime/weekends if needed.
• Good problem-solving and time management skills.
• Ability to communicate across all management levels and support a team environment.
• Organizational skills with attention to detail.

Preferred:

• Associate or Bachelor's degree.
• Experience with EPIC system.
• Healthcare experience as a Medical Assistant or similar role.
• Over 2 years in an inbound call center.
• Experience with healthcare or hospital systems and insurance processes.
• Bilingual in Spanish.

If you believe you are a good fit, please apply today!

We are committed to pay equity and transparency. The posted pay rate is an estimate of the minimum base pay at the time of posting and does not reflect the total rewards package.

Job Details

Starting at $23.97/hour, full-time, hybrid schedule, based in Neptune City, NJ, with benefits including health, dental, vision, paid leave, tuition reimbursement, and retirement.

Additional Information

The starting rate is informational; actual offer may vary based on experience, education, skills, and other factors. Jobs may include performance incentives, bonuses, shift differentials, and other benefits.

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