Consumer Experience Suppervisor

About the role

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.

Location: 601 E Rollins St, Orlando, FL 32803.

Responsibilities

• 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.
• Performs other duties as assigned.

Requirements

• High School Graduate or Equivalent (Required)
• Associate degree (Preferred) – Field of Study 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)
• Physical Requirements: see link – Physical Requirements

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