Access to Care Team Lead

The Access to Care Team Lead supervises the daily operations of the call center, specializing in behavioral health services. This role focuses on providing strong leadership to the team, ensuring adherence to established protocols, and providing exceptional customer service. The Team Lead is responsible for staff training and development, resolving escalated issues, monitoring key performance indicators (KPIs), and fostering collaboration with Carastar staff and external partners.

DESCRIPTION OF LEADERSHIP DUTIES

• Provides daily guidance and supervision to the Access to Care staff to ensure optimal team performance.
• Manage staff training programs, fostering growth through coaching, and regular meetings.
• Monitor call center metrics, including call volume, wait times and KPI’s, to ensure operational efficiency.
• Review and approve time off requests while maintaining adequate departmental staffing.
• Assist with conducting interviews, maintaining documentation, and creating training materials.
• Conduct performance evaluations and provide constructive feedback.
• Participate in developing Access to Care policies and procedures.
• Collaborate closely with Carastar staff and hospitals, law enforcement and other community health centers to coordinate referrals and care.

DESCRIPTION OF OPERATIONAL DUTIES

• Accurately enter demographic and insurance information into the electronic health record (EHR).
• Schedule outpatient appointments and provide clients with the necessary information for their visit.
• Handle incoming calls, triage issues, and direct calls to appropriate departments.
• Recognize and de-escalate crises with clients in behavioral health emergencies.
• Confirm appointments via automated reminder systems and manage rescheduling appointments effectively.
• Handle hospital and insurance referrals with precision.
• Maintain client charts to ensure completeness and correctness, including uploading external records into the EHR system.
• Support the Performance Improvement department with data corrections for state reporting.
• Work collaboratively with the Front Desk Team Lead to provide front desk coverage across Montgomery, Elmore, Autauga and Lowndes offices as needed.
• Ensure the Call Center remains clean, organized and adequately stocked with supplies and monitor the phone system.
• Perform other related duties as requested by supervisor.

REQUIREMENTS

• Strong leadership and interpersonal skills with the ability to effectively manage team.
• Experience in a call center environment, ideally with a focus behavioral health service.
• Knowledge of healthcare regulations and best practices.
• Ability to work independently and collaboratively in a team setting
• Exceptional communication skills, both in person and on the telephone, with a pleasant and professional attitude.
• Ability to work in a fast-paced work environment.
• Strong computer skills proficiency in Microsoft Office Suite.

QUALIFICATIONS

High School diploma or its equivalent, including or supplemented by courses in business practices and computer and office equipment, and two years related experience.

Supervisory experience and associate’s degree preferred.

Must hold and maintain a valid driver’s license and a driving record that is acceptable to Carastar’s insurance carrier.

Must maintain at least liability coverage on personal vehicles.