View Point Health · 6 days ago
Customer Service Agent - Team Lead - (Access) - Administrative Services - Remote/Lawrenceville, GA
United States
Full-time, Part-time
Remote
Lead/Staff
2+ years expView Point Health is a community behavioral health center providing services to individuals needing treatment for mental illness and substance abuse. They are seeking a Customer Service Agent - Team Lead to maintain call center operations, provide leadership to the scheduling staff, and assist with client appointments and escalated concerns.
HealthcareNon ProfitWellnessHealth CareOutpatient CarePersonal HealthRehabilitation
No H1B
Responsibilities
Maintaining daily operations of a busy call center
Handle inbound and outbound contacts in a courteous, timely, and professional manner
Provide daily leadership and guidance to centralized scheduling staff
Serve as a back up to the supervisor and act as a point person to lead the team when the supervisor is unavailable
Assist with complex scheduling requests, urgent referrals, and provider schedule changes
Support current team with ongoing training and conduct training for new hires
Handle escalated caller’s concerns from team and other staff members
Assist supervisor with reports to track call metrics for team members
Answering multi line phone calls, checking authorizations, distributing documents, fielding/managing/scheduling new and existing client appointments for all View Point Health locations as well as community providers
Data entry, maintaining and updating schedules for Doctors, APRNs, and Nurses
Research system to find missing information as applicable; coordinate with other departments to resolve issues as applicable
Follow the processes of the client program and perform all tasks in a courteous and professional manner
Utilize systems and technology to complete account management tasks
Follow all required scripts, policies, and procedures
Utilize knowledge base and training to accurately answer customer questions
Comply with requirements surrounding confidential information and personal information
Ensure first call resolution through problem solving and effective call handling
Attending meetings and training and reviewing all new training material to stay up to date on changes to programs knowledge, systems, and processes
Adhere to all attendance and work schedule requirements
Qualification
Required
High school diploma/GED and ability to perform basic office functions and computer related duties
Must be able to work remotely in a quiet secured location
Must be able to lift 20 pounds
Requires long periods of sitting
Must have valid Georgia driver's license and Motor Vehicle Record in accordance with company policy
Candidates for selection must pass a criminal background check (including fingerprinting)
Must pass a pre-employment drug screen and subject to random drug screens
Preferred
2+ to 3+ years of experience as a Team Lead, Supervisor, or in a similar leadership role
Ability to multitask and initiative to solve problems
Ability to work well independently as well as in a team setting
Ability to provide excellent customer service to individuals with behavioral health conditions
Experience working with ECR and/or CareLogic but not required
Experience working with Excel spreadsheets
Excellent communication skills, delegation and problem-solving skills with an ability to motivate others
Excellent time management skills
Company
View Point Health
View Point Health is a community behavioral health center that provides treatment and support to individuals with mental disabilities.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Eric Naughton
Chief Financial Officer
Company data provided by crunchbase