Contact Center Lead

Who We Are
At Suvida Healthcare, we are not just caregivers; we're compassionate advocates dedicated to enriching the lives of our cherished seniors. As a Team Member with us, you will embark on a fulfilling journey where your skills and empathy converge to make a meaningful impact on the well-being of an underserved community and their families. Our multi-disciplinary primary care program is... built to address the physical, behavioral, social, and cultural needs of Medicare-eligible Hispanic seniors.
Celebrate diversity and inclusivity in a workplace that attracts, engages, values, rewards, and recognizes the unique needs and backgrounds of both, our patients and our team. We believe that a rich tapestry of experiences, shared interests, and perspectives enhances the care we provide, making us a stronger, service-centered, and more compassionate healthcare family and Employer of Choice! Will you join us Suvidanos, to help achieve our Higher Purpose?
What Makes Us Unique
We are an empowered primary care, clinical operations, and support team creating health equity through an exceptional clinical and consumer experience that improves the quality of life for the people, families, and neighborhoods we serve. We tailor our primary care program to the culture, language, social, and overall well-being of the seniors we serve.
How We Work
Our Culture & Core Beliefs
? Earn Trust
? Building Relationships
? Creating Joy
? Doing Right
? Improving Every Day
? Moving Forward
Position Summary
What You?ll Do
The Lead, Contact Center plays a critical role in achieving our standard of excellence in the patient engagement arena. This role will have split responsibilities, averaging no less than 50% of their time spent directly supporting patients. The Contact Center Lead will leverage several software applications, with heavy emphasis on web-based products including but not limited to telephony systems, Salesforce, Carium, and Elation (Electronic Medical Record). The ability to navigate and switch comfortably between web applications and tools is a must to be successful in this role. Equally important is the combination of excellent oral Spanish language skills with strong English reading/writing skills
Responsibilities
The role of Contact Center Lead serves as the first level point of contact for escalations which demands a high degree of attention to detail and the ability to engage with senior patients, their families and care givers in a positive manner, with empathy, and patience. Equally important is the ability to effectively interact with co-workers and staff to ensure workload is equitably shared and completed within appropriate timelines. The vast majority of the Contact Center Lead?s interactions with co-workers will be via TEAMS as this role supports an 80% remote operation. As such the Contact Center Lead will serve as a resource for questions, basic coaching and quality support to a team of up to 12 front line team members, under the supervision of a Contact Center Supervisor or Manager. The Contact Center Lead will also be accountable for handling workload, in support of the Patient Access or Patient Engagement Teams. Telephone interactions with patients may be inbound or outbound, based on the day?s assignment. The ideal candidate can deliver high patient service and accurate documentation consistently in our high-volume environment. The Contact Center Lead is an important part of the Operations Team with direct impact on the measurable quality performance of Suvida. The individual in this role must represent Suvida, its purpose and vision in all interactions. All activities must be in compliance with HIPAA, and other regulations, as appropriate. Essential responsibilities include but are not limited to:
Patient Related Activities
? Telephonic patient outreach to new and established patients
? Collect or update demographic and insurance information; verify insurance
? Schedule appointments
? Accurate and complete documentation in the appropriate system(s) in accordance with all policies and procedures.
? Inbound calls to process PCP change requests
? Outbound calls to payor member services to facilitate PCP changes
? Assist during special events where patients may wish to register and/or schedule appointments
? Serve as additional support to the general inbound Contact Center Queue as needed
Team Related
? Training delivery for new hires as well as refresher training as needed
? Daily Workload assignment in partnership with supervisor
? Back up supervisor in their absence
? Perform quality assessments as assigned by supervisor
? Coach team members based on quality assessment results and escalation feedback as assigned by supervisor
? Serve as first point of contact for questions and escalations
General
? Take ownership of all patient issues and partner with Supervisor, Manager, or other departments as needed when a particular need falls outside the Contact Center Lead?s scope
? Maintain HIPAA compliance in all interactions at all times
? Participate in mandatory training
? Remain up-to-date on process or organizational changes received via meetings, email or other channels.
? Proactively partner with leadership to identify improvement opportunities for protocols.
? Perform other duties and responsibilities as assigned.
What You?ll Bring
Knowledge, Skills, and Abilities
? 2+ years? experience front-line Contact Center, Healthcare preferred
? 3+ months? experience in a Contact Center lead role preferred but not required
? 1+ years? experience scheduling appointment via an Electronic Medical Record system required OR
? 6+ months? experience in Suvida?s Patient Engagement Representative role with a performance rating of ?3? or above
? Fluent oral Spanish and English skills
? Strong reading and writing English skills
? Excellent interpersonal skills with a service attitude
? Proactive with the ability to take initiative and apply critically thinking.
? Highly organized and detail oriented
? Ability to de-escalate stressful situations with potentially difficult personalities
? Team player with strong personal accountability and sense of urgency
? Effective problem-solving skills
? Ability to work independently and maintain excellence in service
? Proficient with Microsoft Office Suite
? Prior experience with ACD telephony systems
? Prior experience with Salesforce CRM and Elation EMR are preferred, but not required
Education, Experience, Licensure, Or Certification Requirements
? Highschool Diploma required
? 2 years of college preferred
Suvida Healthcare provides equal employment opportunities to all Team Members and applicants for employment and prohibits discrimination and harassment of any type with regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training

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