Customer Contact Team Lead - Front Desk & Call Center

Kitsap Mental Health; Bremerton (WA); Vor Ort; USD 32.000 - 39.000; Vollzeit

Benefits dieser Stelle

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

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Call center experience

Customer service management

EMR experience

Ausbildung

High School Diploma or GED

Bachelor’s degree in business or related field

Tools

EMR software

Jobbeschreibung

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.