Customer Service Lead

Job Description

Job Description

The Customer Service Lead is a hands-on, guest-facing role responsible for overseeing daily front desk operations in a behavioral health setting. This position ensures a welcoming and efficient environment for clients while supporting front desk staff with training, guidance, and real-time problem-solving. The Lead also serves as the first point of escalation for operational issues and collaborates with clinical and administrative teams to maintain smooth service delivery.

Key Responsibilities:

• Greet and assist clients and visitors with professionalism and empathy.
• Manage multi-line phone systems and direct calls appropriately.
• Handle patient registration, verify insurance and demographic information, and process intake documentation.
• Schedule appointments to optimize provider availability and ensure smooth client flow.
• Maintain organized records and support daily office operations.
• Collect co-pays, process payments, and assist with billing inquiries.
• Provide coverage and support during staff absences or high-volume periods.
• Lead and mentor front desk staff, offering training and guidance to ensure consistent service standards.
• Serve as the first point of escalation for workflow, client, or system-related issues.
• Monitor staff performance and provide feedback and coaching.
• Implement and uphold front desk policies and procedures.
• Communicate changes, delays, or urgent needs effectively to staff and clinical teams.
• Identify process improvements and contribute to operational planning.

Qualifications:

• Minimum of 3 years of experience in a healthcare, behavioral health, or customer service setting.
• At least 1 year in a lead or supervisory role preferred.
• High School Diploma or GED required; post-secondary training in administrative support or healthcare administration preferred.
• Strong interpersonal and communication skills.
• Proficiency in Microsoft Office 365 and EHR systems.
• Ability to multitask, stay organized, and remain calm under pressure.
• Must pass DBHDS criminal background and central registry checks.