Customer Experience Team Lead - Call Center & Scheduling

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

Benefits offered by this job

Health Coverage

PTO & Holidays

YMCA Membership

Life Insurance

Disability Insurance

Student Loan Assistance

Retirement Plan 403(b)

EAP

Pet Insurance

Wellness App

Collaborative Team Environment

Job summary

Kitsap Mental Health Services (KMHS) is seeking a Scheduler Call Center Lead to manage the daily operations of the front desk, call center, and centralized scheduling with the Client Contact Manager. This role focuses on resolving complaints quickly and ensuring staffing coverage to support clinical staff.

Minimum qualifications include a High School Diploma or GED, call center experience, and EMR proficiency.

Qualifications

• Experience in call centers and customer service management.
• Experience using an Electronic Medical Record (EMR).

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 and prioritize routine tasks.
• Resolve any identified issues that CSR cannot handle.
• Act as a resource and role model for the CSR and help 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.

Skills

Call center management

Customer service

Education

High School Diploma or GED

Bachelor’s degree in business

Tools

EMR

Job description

Kitsap Mental Health Services (KMHS) is seeking a Scheduler Call Center Lead to manage the daily operations of the front desk, call center, and centralized scheduling with the Client Contact Manager. This role focuses on resolving complaints quickly and ensuring staffing coverage to support clinical staff.

Minimum qualifications include a High School Diploma or GED, call center experience, and EMR proficiency.