Customer Service Agent - Team Lead - (Access) - Administrative Services - Remote/Lawrenceville, GA

View Point Health --------------------- Job Title: Customer Service Agent \- Team Lead \- (Access) Job Code: GSS080/Administrative Support 1 or T1601/Personnel Services Worker Shift: Full\-Time (40 hours per week on average) or PRN/Hourly (19 hours per week on average) Job Hours: 8:00 AM to 5:00 PM \- Monday \- Friday Base Location: Remote/Lawrenceville, GA. Division/Department/Program: Centralized Scheduling / Access Full\-time X Part\-time PRN Exempt Nonexempt X View Point Health is a community behavioral health center utilizing a team of psychiatrists, nurses, licensed counselors and social workers, as well as other professionals to provide services to individuals who need treatment and support to cope with mental illness, substance abuse, and intellectual and developmental disabilities. View Point Health serves uninsured, underinsured, low\-income Medicaid, Medicare, war veterans and some private insurance across multiple locations with a full continuum of behavioral health services and support. Under direct supervision, performs a variety of general secretarial, clerical, and administrative support functions/processes or a few specialized or essential clerical functions in support of a unit or office and related personnel. May enter data and/or process documents and records. The work includes operating standard office equipment. Work is performed under the close supervision of a clerical or administrative supervisor. Duties \& Responsibilities: Maintaining daily operations of a busy call center. Handle inbound and outbound contacts in a courteous, timely, and professional manner. Provide daily leadership and guidance to centralized scheduling staff. Serve as a back up to the supervisor and act as a point person to lead the team when the supervisor is unavailable. Assist with complex scheduling requests, urgent referrals, and provider schedule changes. Support current team with ongoing training and conduct training for new hires. Handle escalated caller’s concerns from team and other staff members. Assist supervisor with reports to track call metrics for team members. Answering multi line phone calls, checking authorizations, distributing documents, fielding/managing/scheduling new and existing client appointments for all View Point Health locations as well as community providers. Data entry, maintaining and updating schedules for Doctors, APRNs, and Nurses. Research system to find missing information as applicable; coordinate with other departments to resolve issues as applicable. Follow the processes of the client program and perform all tasks in a courteous and professional manner Utilize systems and technology to complete account management tasks Follow all required scripts, policies, and procedures Utilize knowledge base and training to accurately answer customer questions Comply with requirements surrounding confidential information and personal information. Ensure first call resolution through problem solving and effective call handling Attending meetings and training and reviewing all new training material to stay up to date on changes to programs knowledge, systems, and processes. Adhere to all attendance and work schedule requirements. Minimum Qualifications: High school diploma/GED and ability to perform basic office functions and computer related duties. Preferred Qualifications: 2\+ to 3\+ years of experience as a Team Lead, Supervisor, or in a similar leadership role. Ability to multitask and initiative to solve problems. Ability to work well independently as well as in a team setting. Ability to provide excellent customer service to individuals with behavioral health conditions. Experience working with ECR and/or CareLogic but not required. Experience working with Excel spreadsheets. Excellent communication skills, delegation and problem\-solving skills with an ability to motivate others. Excellent time management skills. Requirements/Competencies: Must be able to work remotely in a quiet secured location. Must be able to lift 20 pounds. Requires long periods of sitting. Must have valid Georgia driver’s license and Motor Vehicle Record in accordance with company policy. Candidates for selection must pass a criminal background check (including fingerprinting). Must pass a pre\-employment drug screen and subject to random drug screens. * Any combination of training and experience, which would have enabled the applicant to acquire the necessary knowledge, skills and abilities Note: Some positions may require a valid driver's license. View Point Health is an Equal Opportunity Employer: View Point Health recruits qualified candidates for positions in View Point Health programs throughout its service area. It is the policy of View Point Health to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination or harassment of any type without regard to race, color, sex, religion, national origin, age, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.