Contact Center Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist the supervisor in overseeing team performance in relation to service levels, quality, and productivity metrics; provide real-time coaching and support.

• Support daily operations by monitoring queues, aiding agents, and ensuring service levels are maintained during fluctuations in volume.

• Manage both on-phone and off-phone escalations, ensuring prompt investigation, resolution, and proper documentation.

• Supervise callback management to guarantee timely follow-up with members and compliance with service standards.

• Complete and oversee off-phone processing tasks including referrals, scheduling corrections, and case updates.

• Ensure adherence to quality standards and compliance with HIPAA, internal policies, and call handling protocols across the team.

• Facilitate training and development through coaching, onboarding assistance, and knowledge sharing.

• Maintain compliance with workflows and tools to ensure consistent execution of scheduling, referral, and market-specific processes.

• Monitor and report trends in performance, escalations, and call drivers to deliver actionable operational insights.

• Collaborate cross-functionally with clinics, providers, and support teams to resolve complex member issues.

• Act as a subject matter expert (SME) and escalation point for complex member scenarios and follow up on research.

⛳️ Requirements

• A minimum of 2 years in a healthcare contact center, with at least 1 year in a lead, senior agent, or SME role.

• Familiarity with primary care contact center operations, including referrals, scheduling, and member navigation.

• Proven experience in supporting team performance related to service levels, quality, and productivity metrics.

• Proficient in managing and resolving both on-phone and off-phone escalations.

• Knowledge of healthcare insurance processes (prior authorization, claims, eligibility) and HIPAA compliance.

• Strong problem-solving and documentation abilities for timely resolution and follow-up of issues.

• Effective coordination skills with clinical, operations, and support teams.

• Experience in supporting agent training, onboarding, and knowledge transfer initiatives.

• Detail-oriented with excellent written and verbal communication skills.

• Preferred: Experience in a payvider, ACO, or value-based primary care setting.

• Familiarity with Athena or similar EHR/scheduling systems.

• Understanding of HEDIS, Star Ratings, or quality performance frameworks.

• Experience with callback management systems or CRM complaint tracking tools.

• Bilingual: English / Spanish.

🏝️ Benefits

• Opportunity to influence how Harbor Health's contact center engages with members — your leadership directly affects member experience.

• A collaborative environment where clinical, operations, and contact center teams work hand in hand.

• An organization driven by a passion for transforming healthcare access for underserved communities in Texas.

• Competitive salary and benefits package.

• A clear growth trajectory as Harbor's contact center operations evolve.

• A transparent startup culture where your contributions are recognized and valued.