Healthcare Call Center Lead (Supervisory) at UNITE HERE HEALTH – Las Vegas, Nevada

Oversee daily activities and staffing for the Patient Contact Center, including coverage and weekly schedulingManage medical records requests and Health Center referralsAct as the primary point of contact for leadership and provider partners; assume operational oversight in the absence of department leadershipReview and maintain timecards, ensuring accurate documentation for coaching and performance discussionsLead the quality assurance program by monitoring call quality, conducting check-ins, and sharing feedback with leadership for timely actionProvide shift coverage as needed to maintain service levelsGenerate and analyze phone system reports to improve operational efficiencyCoordinate team schedules, appointment reminders, and reschedules using data-driven insightsSupport leadership in developing provider partner schedules and implementing new scheduling template Assist with performance reviews (90-day and annual), including preparation of documentationFacilitate bi-weekly team meetings, including agenda preparation and team-building activitiesRespond to medical and mental health emergency calls; participate in annual emergency trainingFoster strong working relationships across teams and stakeholders to promote collaborationDeliver benefit plan and eligibility information to patients, providers, unions, and employersEscalate urgent or unresolved patient issues per established protocolsPrepare management reports on call center operations and trendsServe as a subject matter expert for projects and training initiativesRecommend process improvements and contribute to policy developmentExemplify organizational values by promoting a respectful, inclusive, and engaged culture

5 ~ 7 years of related call center experience minimum 2 ~ 3 years of team lead experience requiredFluent is Spanish written and verbal required Associate’s degree in related field or equivalent work experience, requiredWorking knowledge and experience in a Health Care environment with increasing work responsibility requiredUnderstands medical and insurance terminology required Knowledge of patient rights and age specific patient care practicesAbility to work in a high-volume, fast-paced call center environmentUtilizes effective listening and critical thinking skills to identify and communicate issues including trends and anomalies, while also creating weekly schedules and effectively addressing staffing challenges