What are the responsibilities and job description for the CONTACT CENTER TEAM LEAD position at JFK Johnson Rehabilitation Institute?
Contact Center Team Lead
HMH HOSPITALS CORPORATION Borough of Neptune City, New Jersey
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Our team members are the heart of what makes us better.
At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.
Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.
The Contact Center Team Lead will provide hands-on support to PAC Contact Center representatives who are 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. This role requires advanced customer service skills, advanced problem solving skills and the ability to assist with refresher training of existing and new team members. effectively provide support to team members to ensure they are following correct procedures and protocols. With direction from Contact Center management, Team Leads will work collaboratively with representatives to offer guidance and/or handle escalated calls to achieve quality and performance standards.
This position will offer a hybrid schedule.
Responsibilities
A day in the life of a Contact Center, Team Lead at Hackensack Meridian Health includes:
Education, Knowledge, Skills and Abilities Required:
HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER
All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.
Our Network
Hackensack Meridian Health (HMH) is a Mandatory Influenza Vaccination Facility
As a courtesy to assist you in your job search, we would like to send your resume to other areas of our Hackensack Meridian Health network who may have current openings that fit your skills and experience.
Apply
Share
See the area you’ll be working in and get an idea of what your daily routine around the office can be like. Learn More
Awards We’ve Received
2023
US News & World Report 2023
US News & World Report 2023
US News & World Report 2023
2023
2023 & 2022 Magnet Designations
for 9 HMH Institutions
2022
Newsweek 2022 Best Hospitals USA
Newsweek 2022 America’s Best Addiction Treatment Centers
Blake Recovery Center at Carrier Clinic - #2
2023
Diversity Inc. 2023
Top Hospital and Health Systems
2022
Becker’s Hospital Review 2022
At Hackensack Meridian Health, we help our patients live better, healthier lives – and we help one another succeed. Here, competitive benefits are just the beginning. It’s also about how our team members support one another and how we show up for our community. Together, we’re ready to transform health care and advance our mission to serve as a leader of positive change.
Join us and let’s keep getting better together.
STAY CONNECTED
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HMH HOSPITALS CORPORATION Borough of Neptune City, New Jersey
Apply
- Requisition # 2024-152864
- ShiftDay
- StatusFull Time with Benefits
Our team members are the heart of what makes us better.
At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.
Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.
The Contact Center Team Lead will provide hands-on support to PAC Contact Center representatives who are 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. This role requires advanced customer service skills, advanced problem solving skills and the ability to assist with refresher training of existing and new team members. effectively provide support to team members to ensure they are following correct procedures and protocols. With direction from Contact Center management, Team Leads will work collaboratively with representatives to offer guidance and/or handle escalated calls to achieve quality and performance standards.
This position will offer a hybrid schedule.
Responsibilities
A day in the life of a Contact Center, Team Lead at Hackensack Meridian Health includes:
- 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.
- Communicate any process or performance concerns to Managers on a timely basis.
- Audit phone, email and other customer interactions, observing performance, techniques and application of guidelines and procedures.
- Coach and provide training to personnel to maintain high customer service standards.
- Required to meet specific performance metrics of productivity and quality assurance.
- Assist Contact Center Supervisor and contribute in maintaining a positive work environment and in motivating the team.
- Other duties and/or projects as assigned.
- Adheres to HMH Organizational competencies and standards of behavior.
Education, Knowledge, Skills and Abilities Required:
- High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
- Minimum of 2 years previous call center experience in a customer service environment OR a current active Patient Access Center team member with 6 months in the role.
- Strong written and verbal communication skills gained from prior customer/patient experience in a similar call center role.
- Ability to multi-task and be a hands-on self-starter in a fast paced environment.
- Proven customer service and problem resolution skills
- Strong computer, analytical and problem-solving skills with ability to handle de-escalations
- Familiar with health care insurance eligibility and authorization
- Outstanding work ethic and strong adherence to a shift schedule (may include overtime and weekend work)
- Must possess good problem solving skills and the ability to approach problems logically and troubleshoot.
- Must possess good time management skills: multitasking, prioritizing to accomplish multiple tasks with multiple deadlines.
- Supports and participates in a collaborative team-oriented environment.
- Ability to communicate with all levels of management and company personnel
- Strong organizational and planning skills with an eye for detail.
- Clear and effective communication skills.
- Associate or Bachelor's degree.
- 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.
HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER
All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.
Our Network
Hackensack Meridian Health (HMH) is a Mandatory Influenza Vaccination Facility
As a courtesy to assist you in your job search, we would like to send your resume to other areas of our Hackensack Meridian Health network who may have current openings that fit your skills and experience.
Apply
Share
- X
- LinkedIn
See the area you’ll be working in and get an idea of what your daily routine around the office can be like. Learn More
Awards We’ve Received
2023
US News & World Report 2023
- HUMC - #1 Hospital in NJ & #5 in NY Metro Area
US News & World Report 2023
- Joseph M. Sanzari Children’s Hospital - #1 Children’s Hospital in NJ
US News & World Report 2023
- JSUMC - #6 Hospital in NJ
2023
2023 & 2022 Magnet Designations
for 9 HMH Institutions
2022
Newsweek 2022 Best Hospitals USA
- HUMC - #57
Newsweek 2022 America’s Best Addiction Treatment Centers
Blake Recovery Center at Carrier Clinic - #2
2023
Diversity Inc. 2023
Top Hospital and Health Systems
2022
Becker’s Hospital Review 2022
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At Hackensack Meridian Health, we help our patients live better, healthier lives – and we help one another succeed. Here, competitive benefits are just the beginning. It’s also about how our team members support one another and how we show up for our community. Together, we’re ready to transform health care and advance our mission to serve as a leader of positive change.
Join us and let’s keep getting better together.
STAY CONNECTED
From roles that are right for you to new opportunities, join our talent community and stay up to date with job openings and more.
SIGN UP
