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.