Hybrid Contact Center Team Lead for Patient Experience

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

Benefits offered by this job

Health, dental, vision benefits

Tuition reimbursement

Paid leave

Retirement benefits

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, centralized environment. You will schedule appointments, register patients and handle medical requests, with oversight from Contact Center management.

The role offers a hybrid schedule and opportunities to train and guide team members while maintaining quality and performance metrics within a collaborative environment.

Qualifications

• Strong written and verbal communication skills from prior customer/patient experience.
• Ability to multi-task and be a hands-on self-starter in a fast-paced environment.
• Proven customer service and problem resolution skills.
• Familiar with health care insurance eligibility and authorization.
• Shift work may include overtime and weekends.

Responsibilities

• 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.
• Coach and provide training to personnel to maintain high customer service standards.
• Adheres to organizational competencies and standards of behavior.

Skills

Communication skills

Customer service

Call center experience

De-escalation

Team guidance

Education

High School diploma or GED

Associate or Bachelor's degree (preferred)

Tools

EPIC system

Job description

Hackensack Meridian Health is seeking a Contact Center Team Lead to provide hands-on support to PAC Contact Center representatives in a fast-paced, centralized environment. You will schedule appointments, register patients and handle medical requests, with oversight from Contact Center management.

The role offers a hybrid schedule and opportunities to train and guide team members while maintaining quality and performance metrics within a collaborative environment.