Job Description & How to Apply Below
Customer Service Lead
The Customer Service Lead is a hands-on, guest-facing role responsible for overseeing daily front desk operations in a behavioral health setting. This position ensures a welcoming and efficient environment for clients while supporting front desk staff with training, guidance, and real-time problem-solving. The Lead also serves as the first point of escalation for operational issues and collaborates with clinical and administrative teams to maintain smooth service delivery.
Key Responsibilities:
- Greet and assist clients and visitors with professionalism and empathy.
- Manage multi-line phone systems and direct calls appropriately.
- Handle patient registration, verify insurance and demographic information, and process intake documentation.
- Schedule appointments to optimize provider availability and ensure smooth client flow.
- Maintain organized records and support daily office operations.
- Collect co-pays, process payments, and assist with billing inquiries.
- Provide coverage and support during staff absences or high-volume periods.
- Lead and mentor front desk staff, offering training and guidance to ensure consistent service standards.
- Serve as the first point of escalation for workflow, client, or system-related issues.
- Monitor staff performance and provide feedback and coaching.
- Implement and uphold front desk policies and procedures.
- Communicate changes, delays, or urgent needs effectively to staff and clinical teams.
- Identify process improvements and contribute to operational planning.
Qualifications:
- Minimum of 3 years of experience in a healthcare, behavioral health, or customer service setting.
- At least 1 year in a lead or supervisory role preferred.
- High School Diploma or GED required; post-secondary training in administrative support or healthcare administration preferred.
- Strong interpersonal and communication skills.
- Proficiency in Microsoft Office 365 and EHR systems.
- Ability to multitask, stay organized, and remain calm under pressure.
- Must pass DBHDS criminal background and central registry checks.
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