Customer Contact Team Lead

Kitsap Mental Health; Bremerton (WA); On-site; USD 32,000 - 39,000; Full time

Benefits offered by this job

Health coverage

Dental & Vision

PTO days

YMCA membership

Life & Disability Insurance

Student Loan Assistance

Professional Development

403(b) Retirement Plan

Employee Assistance Program

Pet Insurance

Wellness App

Collaborative team environment

Job summary

Kitsap Mental Health Services is seeking a Customer Contact Team Lead to oversee the front desk, call center, and scheduling operations on site in Bremerton. The role involves collaboration with the Client Contact Manager to guide daily CSR activities, training, and escalation handling to ensure swift resolution of client concerns.

The Lead will support staffing, multilingual lobby postings, and internal communications while emphasizing staff development and service quality.

Qualifications

• High School Diploma or GED required.
• 1 year of job-related experience in call centers and customer service management.
• Experience using an Electronic Medical Record (EMR).
• Preferred: Bachelor’s degree in business or related field.
• Course work in medical/psychiatric terminology.

Responsibilities

• Assist the Client Contact Manager with the daily operation of the CSR departments. Ensure high-quality customer service is provided to clients.
• Participate in planning and conducting training and onboarding materials. Ensure that the CSR is always knowledgeable of all current processes.
• Work with the Client Contact Manager to streamline & prioritize routine tasks
• Resolve any identified issues that CSR cannot handle.
• Act as a resource and role model for the CSR and helps ensure their development.
• Promote the enhancement of positive staff morale by facilitating timely response to problems and ensuring thorough and accurate internal communications.
• Maintain all required lobby postings that are available and updated with changes and various languages.
• Disclose limited client information as necessary to the position as trained by the Records Dept. Supervisor. Disclosures must adhere to HIPAA privacy and security standards and be logged in detail according to agency policy and procedures. Complete all required training and annual refreshers.
• In addition to the above, any other responsibilities appropriate to the position and not specifically listed in the job description.

Skills

Call center experience

Customer service management

EMR experience

Education

High School Diploma or GED

Bachelor’s degree in business or related field

Tools

EMR software

Job description

Customer Contact Team Lead

Full-Time, On Site Hiring Range: $22.90 - $28.05per hour

Benefits at a Glance

• Comprehensive Coverage: Health, Dental & Vision
• Generous PTO: Up to 19 days + 2 mental health days + 10 holidays (pro-rated for part-time)
• Fully Paid YMCA Membership for you and eligible family members
• Company-Paid Life & Disability Insurance
• Student Loan Assistance & Professional Development
• 403(b) Retirement Plan with Company Contributions
• Employee Assistance Program (EAP)
• Pet Insurance
• Free Wellness App (2MorrowHealth)
• Collaborative, Supportive Team Environment

Kitsap Mental Health Services (KMHS) provides comprehensive behavioral health services to individuals and families across Kitsap County. As a Scheduler Call Center Lead, Representative, you work closely with the Client Contact Manager to oversee the daily operations of the front desk, call center, and centralized scheduling departments. This position is responsible for working with the Client Contact Manager to manage internal and external complaints and provide a swift resolution. The Lead will assist in scheduling the floaters and ensure that our front desk positions are filled to support all clinical staff.

Primary Responsibilities

• Assist the Client Contact Manager with the daily operation of the CSR departments. Ensure high-quality customer service is provided to clients.
• Participate in planning and conducting training and onboarding materials. Ensure that the CSR is always knowledgeable of all current processes.
• Work with the Client Contact Manager to streamline & prioritize routine tasks
• Resolve any identified issues that CSR cannot handle.
• Act as a resource and role model for the CSR and helps ensure their development.
• Promote the enhancement of positive staff morale by facilitating timely response to problems and ensuring thorough and accurate internal communications.
• Maintain all required lobby postings that are available and updated with changes and various languages.
• Disclose limited client information as necessary to the position as trained by the Records Dept. Supervisor. Disclosures must adhere to HIPAA privacy and security standards and be logged in detail according to agency policy and procedures. Complete all required training and annual refreshers.
• In addition to the above, any other responsibilities appropriate to the position and not specifically listed in the job description.

Supervisory Responsibilities

None

Minimum Qualifications:

EDUCATION: High School Diploma or GED

EXPERIENCE: Experienced (minimum 1 years of job-related experience) Experience with call centers and customer service management.

Experience using an Electronic Medical Record (EMR).

Preferred Qualifications:

EDUCATION: Bachelor’s degree in business or related field

EXPERIENCE: Experienced (minimum 3 years of job-related experience) Course work in medical/psychiatric terminology.

Our recruitment processes are designed to prevent discrimination against our people regardless of gender identity or orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any aspect which makes someone unique.