Contact Center Lead

Role Overview

• Assist the supervisor in managing team performance against service levels, quality, and productivity metrics; provide real-time coaching and support
• Support day-to-day operations by monitoring queues, assisting agents, and maintaining service levels during volume fluctuations
• Handle on-phone and off-phone escalations, ensuring timely investigation, resolution, and proper documentation
• Oversee callback management, ensuring timely member follow-up and adherence to service standards
• Complete and manage off-phone processing work including referrals, scheduling corrections, and case updates
• Ensure quality and compliance with HIPAA, internal policies, and call handling standards across the team
• Support training and development through coaching, onboarding support, and knowledge sharing
• Maintain adherence to workflows and tools, ensuring consistent execution of scheduling, referral, and market-specific processes
• Track and report trends in performance, escalations, and call drivers to provide actionable operational insights
• Coordinate cross-functionally with clinics, providers, and support teams to resolve complex member issues
• Act as subject matter expert (SME) and escalation point for complex member scenarios and research follow-up

Requirements

• 2+ years in a healthcare contact center, with at least 1 year in a lead, senior agent, or SME capacity
• Familiarity with primary care contact center processes, including referrals, scheduling, and member navigation
• Experience supporting team performance against service levels, quality, and productivity metrics
• Proficiency in handling and resolving on-phone and off-phone escalations
• Knowledge of healthcare insurance processes (prior authorization, claims, eligibility) and HIPAA compliance
• Strong problem-solving and documentation skills for timely issue resolution and follow-up
• Ability to coordinate effectively with clinical, operations, and support teams
• Experience supporting agent training, onboarding, and knowledge transfer
• Detail-oriented with strong written and verbal communication skills
• Preferred: Experience in a payvider, ACO, or value-based primary care environment
• Familiarity with Athena or similar EHR/scheduling platforms
• 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 shape how Harbor Health's contact center shows up for members — your leadership directly impacts member experience
• Collaborative environment where clinical, operations, and contact center teams work closely together
• An organization of people passionate about transforming healthcare access for underserved communities in Texas
• Competitive salary and benefits package
• A clear growth path as Harbor's contact center operations expand
• A transparent startup culture where your contributions are seen and valued