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Contact Center Lead

Harborhealth · Active · JazzHR / ApplyToJob

Job facts

FieldValue
CompanyHarborhealth
TitleContact Center Lead
Normalized title-
Department / team-
Location-
Work model-
Employment typeFull Time
Salary-
Statusactive
ATS providerJazzHR / ApplyToJob
Posted / first seen2026-05-15 / 2026-05-30
Changed / last seen2026-05-30 / 2026-06-06

Related slices

PageWhat it containsOpen
Company jobsActive postings from Harborhealth.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through JazzHR / ApplyToJob.Open
Provider filtered searchThe same provider as a filtered job collection.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
Original postingCanonical source or apply URL captured from the ATS.Open

Linked records

CompanyHarborhealth
Source726ff530-a35c-408c-8bc0-e3b5b72aad7d
ATS providerJazzHR / ApplyToJob

Description

Position Overview The 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 & 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: English / Spanish What We Offer Opportunity to shape how Harbor Health's contact center shows up for members — your leadership directly impacts member experience Collaborative environment where clinical, operations, and contact center teams work closely together An organization of people passionate about transforming healthcare access for underserved communities in Texas Competitive salary and benefits package A clear growth path as Harbor's contact center operations expand A transparent startup culture where your contributions are seen and valued Harbor 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 law.

Full job record

Job ID73296a5a692eca209b46b37a45cd8871ce853170
Org IDeb6ea02a-61de-4121-b49f-338232283540
Source ID726ff530-a35c-408c-8bc0-e3b5b72aad7d
Board ID726ff530-a35c-408c-8bc0-e3b5b72aad7d
Providerjazzhr
Provider Job KeyuxNtB03q75
TitleContact Center Lead
Normalized Title—
Statusactive
Activeyes
Location Text—
Department—
Team—
Employment Typefull_time
Workplace Type—
Remote Policy—
Country—
Region—
City—
Salary Raw—
Salary Min—
Salary Max—
Salary Currency—
Salary Period—
Source URLhttps://harborhealth.applytojob.com/apply/uxNtB03q75/Contact-Center-Lead
Apply URLhttps://harborhealth.applytojob.com/apply/uxNtB03q75/Contact-Center-Lead
First Seen At2026-05-30 05:52:38Z
Last Seen At2026-06-06 10:40:18Z
Last Checked At2026-06-06 10:40:18Z
Last Changed At2026-05-30 05:52:38Z
Inactive At—
Source Posted At2026-05-15 00:00:00Z
Source Updated At—
Raw Payload Uris3://job-postings-prod-raw-590183727216/raw/provider=jazzhr/board=harborhealth/date=2026-06-06/2026-06-06T10-40-15-417Z-d6bf72012eb0e67d28803cd442cac97949c9819759271ce33d78f46de4cade3c.json
Event Fields
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  "last_changed_at": "2026-05-30T05:52:38.004Z",
  "active_status": "active"
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Extensions
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Native Structured
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    "url": "https://harborhealth.applytojob.com/apply/jobs/details/uxNtB03q75?&",
    "heading": "Contact Center Lead",
    "html_title": "JazzHR » Job Listings",
    "canonical_url": "https://harborhealth.applytojob.com/apply/uxNtB03q75/Contact-Center-Lead",
    "description_html": "<p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Position Overview</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:4px;margin-bottom:4px;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">The 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.</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:4px;margin-bottom:4px;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">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.</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Duties & Responsibilities</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Assist the supervisor in managing team performance against service levels, quality, and productivity metrics; provide real-time coaching and support</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Support day-to-day operations by monitoring queues, assisting agents, and maintaining service levels during volume fluctuations</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Handle on-phone and off-phone escalations, ensuring timely investigation, resolution, and proper documentation</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Oversee callback management, ensuring timely member follow-up and adherence to service standards</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:6.999999999999999pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Complete and manage off-phone processing work including referrals, scheduling corrections, and case updates</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ensure quality and compliance with HIPAA, internal policies, and call handling standards across the team</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Support training and development through coaching, onboarding support, and knowledge sharing</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Maintain adherence to workflows and tools, ensuring consistent execution of scheduling, referral, and market-specific processes</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Track and report trends in performance, escalations, and call drivers to provide actionable operational insights</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Coordinate cross-functionally with clinics, providers, and support teams to resolve complex member issues</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Act as subject matter expert (SME) and escalation point for complex member scenarios and research follow-up</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Desired Professional Skills & Experience</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:16px;margin-bottom:5px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Required</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">2+ years in a healthcare contact center, with at least 1 year in a lead, senior agent, or SME capacity</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Familiarity with primary care contact center processes, including referrals, scheduling, and member navigation</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience supporting team performance against service levels, quality, and productivity metrics</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Proficiency in handling and resolving on-phone and off-phone escalations</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Knowledge of healthcare insurance processes (prior authorization, claims, eligibility) and HIPAA compliance</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Strong problem-solving and documentation skills for timely issue resolution and follow-up</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ability to coordinate effectively with clinical, operations, and support teams</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience supporting agent training, onboarding, and knowledge transfer</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Detail-oriented with strong written and verbal communication skills</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:5px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Preferred</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience in a payvider, ACO, or value-based primary care environment</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Familiarity with Athena or similar EHR/scheduling platforms</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Understanding of HEDIS, Star Ratings, or quality performance frameworks</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience with callback management systems or CRM complaint tracking tools</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Bilingual: English / Spanish</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">What We Offer</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Opportunity to shape how Harbor Health's contact center shows up for members — your leadership directly impacts member experience</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Collaborative environment where clinical, operations, and contact center teams work closely together</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">An organization of people passionate about transforming healthcare access for underserved communities in Texas</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Competitive salary and benefits package</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">A clear growth path as Harbor's contact center operations expand</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">A transparent startup culture where your contributions are seen and valued</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:1px;margin-bottom:1px;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:8px;margin-bottom:5px;\"><span style=\"font-size:9pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Harbor 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 law.</span></span></span></span></span></span></p>",
    "description_text": "Position Overview\n The 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.\n 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.\n Duties & Responsibilities\n Assist the supervisor in managing team performance against service levels, quality, and productivity metrics; provide real-time coaching and support\n Support day-to-day operations by monitoring queues, assisting agents, and maintaining service levels during volume fluctuations\n Handle on-phone and off-phone escalations, ensuring timely investigation, resolution, and proper documentation\n Oversee callback management, ensuring timely member follow-up and adherence to service standards\n   Complete and manage off-phone processing work including referrals, scheduling corrections, and case updates\n Ensure quality and compliance with HIPAA, internal policies, and call handling standards across the team\n Support training and development through coaching, onboarding support, and knowledge sharing\n Maintain adherence to workflows and tools, ensuring consistent execution of scheduling, referral, and market-specific processes\n Track and report trends in performance, escalations, and call drivers to provide actionable operational insights\n Coordinate cross-functionally with clinics, providers, and support teams to resolve complex member issues\n Act as subject matter expert (SME) and escalation point for complex member scenarios and research follow-up\n Desired Professional Skills & Experience\n Required\n 2+ years in a healthcare contact center, with at least 1 year in a lead, senior agent, or SME capacity\n Familiarity with primary care contact center processes, including referrals, scheduling, and member navigation\n Experience supporting team performance against service levels, quality, and productivity metrics\n Proficiency in handling and resolving on-phone and off-phone escalations\n Knowledge of healthcare insurance processes (prior authorization, claims, eligibility) and HIPAA compliance\n Strong problem-solving and documentation skills for timely issue resolution and follow-up\n Ability to coordinate effectively with clinical, operations, and support teams\n Experience supporting agent training, onboarding, and knowledge transfer\n Detail-oriented with strong written and verbal communication skills\n Preferred\n Experience in a payvider, ACO, or value-based primary care environment\n Familiarity with Athena or similar EHR/scheduling platforms\n Understanding of HEDIS, Star Ratings, or quality performance frameworks\n Experience with callback management systems or CRM complaint tracking tools\n Bilingual: English / Spanish\n What We Offer\n Opportunity to shape how Harbor Health's contact center shows up for members — your leadership directly impacts member experience\n Collaborative environment where clinical, operations, and contact center teams work closely together\n An organization of people passionate about transforming healthcare access for underserved communities in Texas\n Competitive salary and benefits package\n A clear growth path as Harbor's contact center operations expand\n A transparent startup culture where your contributions are seen and valued\n Harbor 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 law.",
    "jsonld_jobposting": {
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      "@type": "JobPosting",
      "title": "Contact Center Lead",
      "@context": "http://schema.org/",
      "datePosted": "2026-05-15",
      "description": "<p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Position Overview</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:4px;margin-bottom:4px;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">The 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.</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:4px;margin-bottom:4px;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">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.</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Duties & Responsibilities</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Assist the supervisor in managing team performance against service levels, quality, and productivity metrics; provide real-time coaching and support</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Support day-to-day operations by monitoring queues, assisting agents, and maintaining service levels during volume fluctuations</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Handle on-phone and off-phone escalations, ensuring timely investigation, resolution, and proper documentation</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Oversee callback management, ensuring timely member follow-up and adherence to service standards</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:6.999999999999999pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:'Times New Roman', serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Complete and manage off-phone processing work including referrals, scheduling corrections, and case updates</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ensure quality and compliance with HIPAA, internal policies, and call handling standards across the team</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Support training and development through coaching, onboarding support, and knowledge sharing</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Maintain adherence to workflows and tools, ensuring consistent execution of scheduling, referral, and market-specific processes</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Track and report trends in performance, escalations, and call drivers to provide actionable operational insights</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Coordinate cross-functionally with clinics, providers, and support teams to resolve complex member issues</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Act as subject matter expert (SME) and escalation point for complex member scenarios and research follow-up</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Desired Professional Skills & Experience</span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:16px;margin-bottom:5px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Required</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">2+ years in a healthcare contact center, with at least 1 year in a lead, senior agent, or SME capacity</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Familiarity with primary care contact center processes, including referrals, scheduling, and member navigation</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience supporting team performance against service levels, quality, and productivity metrics</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Proficiency in handling and resolving on-phone and off-phone escalations</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Knowledge of healthcare insurance processes (prior authorization, claims, eligibility) and HIPAA compliance</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Strong problem-solving and documentation skills for timely issue resolution and follow-up</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Ability to coordinate effectively with clinical, operations, and support teams</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience supporting agent training, onboarding, and knowledge transfer</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Detail-oriented with strong written and verbal communication skills</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:16px;margin-bottom:5px;\"><span style=\"font-size:12pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Preferred</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience in a payvider, ACO, or value-based primary care environment</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Familiarity with Athena or similar EHR/scheduling platforms</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Understanding of HEDIS, Star Ratings, or quality performance frameworks</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Experience with callback management systems or CRM complaint tracking tools</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Bilingual: English / Spanish</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:21px;margin-bottom:8px;\"><span style=\"font-size:13.999999999999998pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:700;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">What We Offer</span></span></span></span></span></span></p><ul><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Opportunity to shape how Harbor Health's contact center shows up for members — your leadership directly impacts member experience</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Collaborative environment where clinical, operations, and contact center teams work closely together</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">An organization of people passionate about transforming healthcare access for underserved communities in Texas</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Competitive salary and benefits package</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">A clear growth path as Harbor's contact center operations expand</span></span></span></span></span></span></li><li style=\"list-style-type:disc;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">A transparent startup culture where your contributions are seen and valued</span></span></span></span></span></span></li></ul><p style=\"line-height:1.38;margin-top:1px;margin-bottom:1px;\"><span style=\"font-size:11pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\"> </span></span></span></span></span></span></p><p style=\"line-height:1.38;margin-top:8px;margin-bottom:5px;\"><span style=\"font-size:9pt;font-variant:normal;white-space:pre-wrap;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#000000;\"><span style=\"font-weight:400;\"><span style=\"font-style:normal;\"><span style=\"text-decoration:none;\">Harbor 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 law.</span></span></span></span></span></span></p>",
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      },
      "validThrough": "2026-08-13",
      "uniqueJobCode": "job_20260515141200_NP0OVKAEMZYQDRCD",
      "employmentType": "FULL_TIME",
      "jobLocationType": "TELECOMMUTE",
      "hiringOrganization": {
        "logo": "https://s3.amazonaws.com/resumator/customer_20221122215449_JGB9XJJUMY8DVAE7/logos/20230125204156_HarborLogo.png",
        "name": "Harbor Health",
        "@type": "Organization",
        "sameAs": "https://www.harborhealth.com/"
      },
      "experienceRequirements": "Experienced",
      "applicantLocationRequirements": {
        "name": "US",
        "@type": "Country"
      }
    }
  },
  "list_job": {
    "id": "uxNtB03q75",
    "title": "Contact Center Lead",
    "detailUrl": "https://harborhealth.applytojob.com/apply/jobs/details/uxNtB03q75?&"
  },
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