Harbor Health’s new, modern approach to health invites people to help co-create it so all can fully flourish. Harbor was created by people who have spent decades trying to make health better. If you are passionate about health care and you want to create something new together, join our team!Position OverviewThe Contact Center Lead (CCL) serves as a frontline operational leader within Harbor Health's contact center, supporting the supervisor in managing daily performance, handling escalations, and providing agents with real-time coaching and guidance.The Lead acts as a subject matter expert for complex member scenarios, maintains quality and compliance standards, and bridges frontline agents and leadership. This is a working lead role — the CCL remains active in member-facing work while supporting team operations.Duties & ResponsibilitiesAssist the supervisor in managing team performance against service levels, quality, and productivity metrics; provide real-time coaching and supportSupport day-to-day operations by monitoring queues, assisting agents, and maintaining service levels during volume fluctuationsHandle on-phone and off-phone escalations, ensuring timely investigation, resolution, and proper documentationOversee callback management, ensuring timely member follow-up and adherence to service standardsComplete and manage off-phone processing work including referrals, scheduling corrections, and case updatesEnsure quality and compliance with HIPAA, internal policies, and call handling standards across the teamSupport training and development through coaching, onboarding support, and knowledge sharingMaintain adherence to workflows and tools, ensuring consistent execution of scheduling, referral, and market-specific processesTrack and report trends in performance, escalations, and call drivers to provide actionable operational insightsCoordinate cross-functionally with clinics, providers, and support teams to resolve complex member issuesAct as subject matter expert (SME) and escalation point for complex member scenarios and research follow-upDesired Professional Skills & ExperienceRequired2+ years in a healthcare contact center, with at least 1 year in a lead, senior agent, or SME capacityFamiliarity with primary care contact center processes, including referrals, scheduling, and member navigationExperience supporting team performance against service levels, quality, and productivity metricsProficiency in handling and resolving on-phone and off-phone escalationsKnowledge of healthcare insurance processes (prior authorization, claims, eligibility) and HIPAA complianceStrong problem-solving and documentation skills for timely issue resolution and follow-upAbility to coordinate effectively with clinical, operations, and support teamsExperience supporting agent training, onboarding, and knowledge transferDetail-oriented with strong written and verbal communication skillsPreferredExperience in a payvider, ACO, or value-based primary care environmentFamiliarity with Athena or similar EHR/scheduling platformsUnderstanding of HEDIS, Star Ratings, or quality performance frameworksExperience with callback management systems or CRM complaint tracking toolsBilingual: English / SpanishWhat We OfferOpportunity to shape how Harbor Health's contact center shows up for members — your leadership directly impacts member experienceCollaborative environment where clinical, operations, and contact center teams work closely togetherAn organization of people passionate about transforming healthcare access for underserved communities in TexasCompetitive salary and benefits packageA clear growth path as Harbor's contact center operations expandA transparent startup culture where your contributions are seen and valuedHarbor Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by
