Contact Center Lead
Position Overview
The Contact Center Lead (CCL) serves as a frontline operational leader within Harbor Health's contact center, supporting the supervisor in managing daily performance, handling escalations, and providing agents with real-time coaching and guidance.
The Lead acts as a subject matter expert for complex member scenarios, maintains quality and compliance standards, and bridges frontline agents and leadership. This is a working lead role — the CCL remains active in member-facing work while supporting team operations.
Duties & Responsibilities
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
Desired Professional Skills & Experience
Required
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
What We Offer
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
Harbor Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.
Apply To This Job
The Contact Center Lead (CCL) serves as a frontline operational leader within Harbor Health's contact center, supporting the supervisor in managing daily performance, handling escalations, and providing agents with real-time coaching and guidance.
The Lead acts as a subject matter expert for complex member scenarios, maintains quality and compliance standards, and bridges frontline agents and leadership. This is a working lead role — the CCL remains active in member-facing work while supporting team operations.
Duties & Responsibilities
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
Desired Professional Skills & Experience
Required
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
What We Offer
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
Harbor Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.
Apply To This Job