Access to Care Team Lead

Job Description

Job Description

JOB DESCRIPTION

TITLE: Access to Care Team Lead

CLASSIFICATION: Administrative Specialist III

SALARY RANGE: $29,479 - 44,856

SUPERVISOR: Front Desk Coordinator

DEFINITION:

The Access to Care Team Lead supports the daily operations of the Carastar call center by answering incoming calls, scheduling appointments, and assisting clients in accessing services. This role focuses on providing excellent customer service, following established protocols, entering accurate information into the EHR, and supporting coordination with internal team members and external partners.

DESCRIPTION OF OPERATIONAL DUTIES:

• Accurately enter demographic and insurance information into the electronic health record (EHR).
• Schedule outpatient appointments and provide clients with instructions for their visit.
• Handle incoming calls, triage issues, and direct calls to appropriate departments.
• Recognize and de-escalate crisis with clients in behavioral health emergencies.
• Connect callers experiencing behavioral health emergencies to the internal Crisis Outreach team.
• Confirm appointments via automated reminder systems and manage rescheduling appointments effectively.
• Collaborates closely with Carastar staff and hospitals, law enforcement and other community health centers to coordinate referrals and care.
• Maintain client charts to ensure completeness and correctness, including uploading external records into the EHR system.
• Train Call Center staff on protocols, scheduling workflows and customer service standards.
• Support the Performance Improvement department with data corrections for state reporting.
• Provide supportive and compassionate customer service that aligns with Carastar’s best practices.
• Ensure the Call Center remains clean, organized and monitor the phone system.
• Perform other related duties as requested by supervisor.

REQUIREMENTS:

• Experience in a call center environment, ideally with a focus behavioral health service.
• Knowledge of healthcare regulations and best practices.
• Ability to work independently and collaboratively in a team setting.
• Exceptional communication skills, both in person and on the telephone, with a pleasant and professional attitude.
• Ability to work in a fast-paced work environment.
• Strong computer skills proficiency in Microsoft Office Suites.

QUALIFICATIONS:

High School diploma or its equivalent, including or supplemented by courses in secretarial business practices, typing, computer and office equipment.

Must hold and maintain a driver’s license valid in Alabama. Must have and maintain a driving record that is acceptable to the Authority’s insurance carrier. Must maintain liability coverage on personal vehicles.