Contact Center Team Lead

Hackensack Meridian Health; Woodbridge Township (NJ); Hybrid; USD 28,000 - 39,000; Full time

Job summary

Hackensack Meridian Health is seeking a Contact Center Team Lead to provide hands-on support to PAC Contact Center representatives in a fast-paced, multi-channel environment. The role involves scheduling appointments, patient registration, and handling medical requests while guiding the team to meet quality and performance standards.

The position offers a hybrid schedule with on-site requirements of 8–10 days per month at the Tinton Falls, NJ location.

Qualifications

• Minimum 2 years call center experience in a customer service environment
• Two+ years in a fast-paced call center or Patient Access role preferred
• Strong written and verbal communication skills in a healthcare setting
• Ability to multi-task and be a hands-on self-starter in a fast-paced environment
• Experience with healthcare insurance eligibility and authorization processes

Responsibilities

• Provide ongoing evaluation of processes to improve efficiency and service
• Support and respond to escalations for Contact Center team members
• Communicate information to and from team members, managers, and departments
• Assist with new and refresher training for team members
• Ensure demographic, financial, referral/authorization, and registration data is accurate

Skills

Customer service

Communication

Problem solving

Multitasking

Team leadership

Education

High School Diploma or GED

Associate or Bachelor's degree (preferred)

Epic system knowledge (preferred)

Healthcare experience (preferred)

Bilingual in Spanish (preferred)

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. On‑site requirement will be a minimum of 8‑10 days per month. Please note that the on‑site location will be in Tinton Falls, NJ.

A day in the life of a Contact Center Team Lead at Hackensack Meridian Health includes

• Provide continual evaluation of processes and procedures, suggesting methods to improve areas of operation, efficiency and service.
• Provide Contact Center team members with support and respond to escalations.
• Communicate information to and from team members, other managers and departments.
• Assist with new and refresher training of team members.
• Ensure accuracy in all required demographic, financial, referral/authorization, clinical and other registration data is accurately scheduled, collected, verified and communicated.
• Strong organizational and time‑management skills, verbal and written communication skills including attention to detail.
• Ability to work in a fast paced environment, prioritize multiple tasks and consistently meet deadlines.
• Communicate any process or performance concerns to Managers on a timely basis.
• Audit phone, email and other customer interactions, observing performance, techniques and application of guidelines and procedures.
• Coach and provide training to personnel to maintain high customer service standards.
• Required to meet specific performance metrics of productivity and quality assurance.
• Assist Contact Center Supervisor and contribute in maintaining a positive work environment and in motivating the team.
• Other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

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.

Minimum rate of $24.34 Hourly

The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market‑competitive total rewards package.

The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate.

The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non‑discriminatory factors, including but not limited to

Labor Market Data Compensation is benchmarked against market data to ensure competitiveness.

Experience Years of relevant work experience.

Education and Certifications Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.

Skills Demonstrated proficiency in relevant skills and competencies.

Geographic Location Cost of living and market rates for the specific location.

Internal Equity Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.

Budget and Grant Funding Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.

Some jobs may also be eligible for performance‑based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts.

In addition to our compensation for full‑time and part‑time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.