Patient Access Center Lead (Hybrid)

Hackensack Meridian Health Inc.; Hackensack (NJ); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Hackensack Meridian Health's Contact Center Team Lead will provide hands-on support to PAC Contact Center representatives 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.

The role requires advanced customer service and problem-solving skills, plus the ability to assist with refresher training of existing and new team members.

Qualifications

• Minimum of 2 years call center experience in a customer service environment.
• Strong written and verbal communication skills.
• Ability to multi-task in a fast paced environment.
• Proven customer service and problem resolution skills.
• Familiar with health care insurance eligibility and authorization.
• Willing to work overtime and weekends.
• Ability to communicate with all levels of management and company personnel.

Responsibilities

• Provide hands-on support to PAC Contact Center representatives.
• Schedule appointments, register patients, and handle medical requests.
• Assist with refresher training of existing and new team members.
• Ensure adherence to procedures and protocols.
• Handle escalated calls to achieve quality and performance standards.

Skills

Customer service

Communication

Problem solving

Time management

Multi-tasking

De-escalation

Computer skills

Healthcare insurance knowledge

Team collaboration

Education

High School diploma or GED

Associate or Bachelor's degree

Tools

EPIC system

Job description

Hackensack Meridian Health's Contact Center Team Lead will provide hands-on support to PAC Contact Center representatives 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.

The role requires advanced customer service and problem-solving skills, plus the ability to assist with refresher training of existing and new team members.