Customer Contact Team Lead
Kitsap Mental Health Services
Summary
Kitsap Mental Health Services (KMHS) provides comprehensive behavioral health services to individuals and families across Kitsap County. As a Scheduler Call Center Lead, Representative, you work closely with the Client Contact Manager to oversee the daily operations of the front desk, call center, and centralized scheduling departments. This position is responsible for working with the Client Contact Manager to manage internal and external complaints and provide a swift resolution. The Lead will assist in scheduling the floaters and ensure that our front desk positions are filled to support all clinical staff.
Job description
Primary Responsibilities
- Assist the Client Contact Manager with the daily operation of the CSR departments. Ensure high-quality customer service is provided to clients.
- Participate in planning and conducting training and onboarding materials. Ensure that the CSR is always knowledgeable of all current processes.
- Work with the Client Contact Manager to streamline & prioritize routine tasks.
- Resolve any identified issues that CSR cannot handle.
- Act as a resource and role model for the CSR and helps ensure their development.
- Promote the enhancement of positive staff morale by facilitating timely response to problems and ensuring thorough and accurate internal communications.
- Maintain all required lobby postings that are available and updated with changes and various languages.
- Disclose limited client information as necessary to the position as trained by the Records Dept. Supervisor. Disclosures must adhere to HIPAA privacy and security standards and be logged in detail according to agency policy and procedures. Complete all required training and annual refreshers.
- In addition to the above, any other responsibilities appropriate to the position and not specifically listed in the job description.
Supervisory Responsibilities
None
Requirements
- High School Diploma or GED
- Minimum 1 year of job-related experience
- Experience with call centers and customer service management
- Experience using an Electronic Medical Record (EMR)
- Preferred: Bachelor's degree in business or related field
- Preferred: Minimum 3 years of job-related experience
- Preferred: Course work in medical/psychiatric terminology
Benefits
- Health, Dental & Vision
- Up to 19 days PTO
- 2 mental health days
- 10 paid holidays
- Paid YMCA membership
- Company-paid life insurance
- Company-paid disability insurance
- Student loan assistance
- Professional development
- 403(b) retirement plan
- Employee assistance program
- Pet insurance
- Free wellness app
Company overview
Kitsap Mental Health Services is a comprehensive mental health care provider serving the Kitsap County region in Washington State. As a community-based healthcare organization, it offers a wide range of mental health services including crisis intervention, outpatient counseling, psychiatric care, substance abuse treatment, and support services for individuals with serious mental illnesses. The organization focuses on providing accessible, high-quality mental health care to diverse populations across the lifespan, from children and adolescents to adults and seniors. Kitsap Mental Health Services operates as a critical component of the local healthcare infrastructure, collaborating with other community organizations, healthcare providers, and social service agencies to deliver integrated care. The organization emphasizes evidence-based practices, trauma-informed care, and recovery-oriented approaches to support individuals in achieving mental wellness and improved quality of life. Through its various programs and services, Kitsap Mental Health Services addresses the complex mental health needs of the community while working to reduce stigma and promote mental health awareness.