Healthcare Call Center Lead (Supervisory)

UNITE HERE HEALTH serves over 200,000 workers and their families in the hospitality and gaming industry nationwide. Our desire to be innovative and progressive drives us to develop impactful programs and benefits designed to engage our participants in managing their own health and healthcare. Our vision is exciting and challenging. Please read on to learn more about this great opportunity!

This is a Neighborhood Health Center position.

The Patient Contact Center Supervisory Lead plays a key role in supporting leadership and ensuring smooth daily operations within the Culinary Health Center’s Patient Contact Center. This position serves as a subject matter expert on call center workflows and systems, guiding the team to deliver exceptional customer service aligned with the Health Center’s mission, vision, and values. The Lead will also resolve patient concerns or escalate issues to the appropriate resources when necessary.

ESSENTIAL JOB FUNCTIONS AND DUTIES

Oversee daily activities and staffing for the Patient Contact Center, including coverage and weekly scheduling
Manage medical records requests and Health Center referrals
Act as the primary point of contact for leadership and provider partners; assume operational oversight in the absence of department leadership
Review and maintain timecards, ensuring accurate documentation for coaching and performance discussions
Lead the quality assurance program by monitoring call quality, conducting check-ins, and sharing feedback with leadership for timely action
Provide shift coverage as needed to maintain service levels
Generate and analyze phone system reports to improve operational efficiency
Coordinate team schedules, appointment reminders, and reschedules using data-driven insights
Support leadership in developing provider partner schedules and implementing new scheduling template
Assist with performance reviews (90-day and annual), including preparation of documentation
Facilitate bi-weekly team meetings, including agenda preparation and team-building activities
Respond to medical and mental health emergency calls; participate in annual emergency training
Foster strong working relationships across teams and stakeholders to promote collaboration
Deliver benefit plan and eligibility information to patients, providers, unions, and employers
Escalate urgent or unresolved patient issues per established protocols
Prepare management reports on call center operations and trends
Serve as a subject matter expert for projects and training initiatives
Recommend process improvements and contribute to policy development
Exemplify organizational values by promoting a respectful, inclusive, and engaged culture

ESSENTIAL QUALIFICATIONS

5 ~ 7 years of related call center experience minimum
2 ~ 3 years of team lead experience required
Fluent is Spanish written and verbal required
Associate’s degree in related field or equivalent work experience, required
Working knowledge and experience in a Health Care environment with increasing work responsibility required
Understands medical and insurance terminology required
Knowledge of patient rights and age specific patient care practices
Ability to work in a high-volume, fast-paced call center environment
Utilizes effective listening and critical thinking skills to identify and communicate issues including trends and anomalies, while also creating weekly schedules and effectively addressing staffing challenges

Salary range for this position: Salary $50,100 - $58,000. Actual base salary may vary based upon, but not limited to: relevant experience, qualifications, expertise, certifications, licenses, education or equivalent work experience, time in role, peer and market data, prior performance, business sector, and geographic location.

Work Schedule (may vary to meet business needs): 7.5 hours per day (37.5 hours per week) as an onsite employee with an Monday-Friday 8-4pm.

We reward great work with great benefits, including but not limited to: Medical, Dental, Vision, Paid Time-Off (PTO), Paid Holidays, 401(k), Short- & Long-term Disability, Life, AD&D, Flexible Spending Accounts (healthcare & dependent care), Commuter Transit, Tuition Assistance, and Employee Assistance Program (EAP).

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