Contact Center Lead

Harbor Health

Contact Center Lead

Texas Markets  |  Contact Center Operations  |  Full-Time

POSITION OVERVIEW

Harbor Health is seeking a Contact Center Lead (CCL) to serve as a frontline operational leader within our contact center. In this working lead role, you will support the supervisor in managing daily performance, handling escalations, and providing agents with real-time coaching and guidance — while remaining active in member-facing work yourself. You will serve as a subject matter expert for complex member scenarios, maintain quality and compliance standards, and bridge frontline agents and leadership. This role is a key part of our mission to deliver a seamless, member-centered experience that aligns with our approach to transforming healthcare through our payvider model.

POSITION 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 in English/Spanish

WHAT WE OFFER

• Competitive salary and incentives
• Generous PTO
• 10 paid holidays
• Medical, Dental, and Vision Insurance
• 401(k) Investment Plan
• Company Equity
• A clear growth path as Harbor Health's contact center operations expand

At Harbor Health, we're transforming healthcare in Texas through collaboration and innovation. We're seeking passionate individuals to help us create a member-centered experience that connects comprehensive care with a modern payment model. If you're ready to make a meaningful impact in a dynamic environment where your contributions are valued, please bring your talents to our team!