Consumer Experience Center Supervisor

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Benefits

• Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
• Paid Time Off from Day One
• 403-B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well-being Resources
• Mental Health Resources and Support
• Pet Benefits

Schedule

• Full time
• Shift: 24 Hours (United States of America)

Responsibilities

• Responsible for overseeing daily operations and specific administrative functions within the Consumer Experience Center (CxC).
• Assists with frontline service delivery and serves as the first point of contact for employee-related concerns.
• Acts as a mentor and role model to frontline staff, providing tools and training needed to meet service goals.
• Facilitates communication between frontline staff, other CxC functions, and leadership.
• Manages staff schedules, approves leave, assists with payroll, and performs additional managerial duties.
• Demonstrates the ability to operate various technology platforms and meet established performance indicators within a rapidly growing centralized enterprise.
• Resolves direct consumer interactions during high-volume times.
• Oversees and performs administrative duties for the daily and ongoing function of assigned areas.
• Monitors and reports on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures.
• Utilizes proper escalations when issues arise and sees them through to resolution.
• Provides coaching to ensure team members are equipped with the tools and training needed to meet proper standards.
• Audits performance and provides education to frontline staff to maintain or exceed accuracy standards.
• Presents regular written and verbal direction to employees to ensure they are well-informed of their tasks.
• Serves as a single point of contact for initial communications with other CxC functions.
• Ensures appropriate interactions with team members and other key partners are appropriately documented, addressed, and communicated.
• Other duties as assigned.

Requirements

• High School Grad or Equiv [Required]
• Associate [Preferred] in Healthcare Administration, Business or a related field
• 3+ years related experience [Required]
• 1+ experience working as a supervisor, team lead, or analyst in a customer service environment in rapidly shifting procedures and processes [Preferred]
• Certified Medical Interpreter (CMI) [Preferred]
• Currently in a lead position within the department for at least 6 months [Preferred]
• Call Center Experience [Preferred]
• In-office or Hospital clinical experience [Preferred]

Skills

• Ability to articulate the mission of AH and the CxC
• Responsive to ever-changing healthcare landscape
• Proficient in time management with superior prioritization skills
• Self-motivator, quick thinker, proactive, and detail- and results-oriented
• Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues
• Demonstrated ability in successfully collaborating with multiple departments
• Strong problem-solving skills, with the ability to handle complex scenarios
• Effective at leading by example
• Strong organizational and coordination skills
• Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity
• Demonstration of regular, consistent and punctual attendance
• Effective communicator in English, both orally and in writing
• Proficiency in Microsoft Suite programs and Microsoft Office program (Excel, Word, Outlook, etc.)
• Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems
• Good medical knowledge
• Knowledge of Clinical Workflow for timely patient care
• Knowledge of administration of medication and treatments as prescribed or authorized by licensure
• Practical knowledge and experience in working with call center software systems with the ability to direct workflow to optimize operations
• Knowledge of KPI’s and Call Center best practices
• Experience in budgetary finance and accounting skills with regards to call center management and operations
• Ability to work with internal and external partners to improve patient care coordination
• Bilingual in English/Spanish [Preferred]

Pay

Pay Range: $44,825.02 - $83,366.71

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law. Applicants may review general information about Florida’s background screening requirements at the Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/