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Contact Center Team Lead

2 months ago

Neptune City, New Jersey, United States Hackensack Meridian Health Full time

About the Role

Hackensack Meridian Health is seeking a highly skilled Contact Center Team Lead to join our Patient Access team. As a key member of our team, you will provide hands-on support to our Contact Center representatives, ensuring they have the tools and resources needed to deliver exceptional patient care.

Key Responsibilities

  • Provide ongoing evaluation of processes and procedures to identify opportunities for improvement and implement changes to enhance efficiency and service.
  • Support and respond to escalations, ensuring timely resolution and maintaining a positive experience for patients and families.
  • Communicate effectively with team members, managers, and other departments to ensure seamless collaboration and information sharing.
  • Assist with new and refresher training of team members, ensuring they have the skills and knowledge needed to excel in their roles.
  • Ensure accuracy and attention to detail in all required demographic, financial, referral/authorization, clinical, and other registration data.
  • Utilize strong organizational and time-management skills to prioritize multiple tasks and meet deadlines.
  • Communicate process or performance concerns to managers in a timely manner, ensuring prompt attention and resolution.
  • Audit phone, email, and other customer interactions to observe performance, techniques, and application of guidelines and procedures.
  • Coach and provide training to personnel to maintain high customer service standards and meet performance metrics.
  • Contribute to maintaining a positive work environment and motivating the team to achieve excellence.

Requirements

  • High School diploma or equivalent required; Associate or Bachelor's degree preferred.
  • Minimum 2 years of previous call center experience in a customer service environment or current active Patient Access Center team member with 6+ months in the role.
  • Strong written and verbal communication skills, with ability to multi-task and work in a fast-paced environment.
  • Proven customer service and problem resolution skills, with ability to handle de-escalations and provide excellent patient care.
  • Familiarity with healthcare insurance eligibility and authorization processes.
  • Strong computer, analytical, and problem-solving skills, with ability to work independently and as part of a team.
  • Ability to communicate effectively with all levels of management and company personnel.

Preferred Qualifications

  • Previous experience using the EPIC system.
  • 1 year of healthcare experience as a Medical Assistant or assisting patients in any capacity.
  • 2+ years of previous experience working in an inbound call center environment.
  • Experience in healthcare or hospital systems and insurance processes.
  • Bilingual in Spanish.