Supv, Consumer Experience Center Exempt

About the role

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.

Responsibilities

• Resolves direct consumer interactions during high-volume times.
• Oversees and performs administrative duties for the daily and ongoing function of assigned areas.
• Makes sure service performance is monitored and reported on, including volumes, wait times, abandonment rates, and other core productivity and performance measures.
• Utilizes proper escalations when issues arise and ensures they are resolved.
• Provides coaching to ensure team members have the tools and training needed to meet standards.
• Audits performance and educates frontline staff to maintain or exceed accuracy standards.
• Presents regular written and verbal direction to employees to keep them 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 documented, addressed, and communicated.

Requirements

• Ability to articulate the mission of AdventHealth and the CxC.
• Proficient in time management with superior prioritization skills.
• Self-motivated, quick thinker, proactive, and detail- and results-oriented.
• Demonstrated interpersonal, customer relations, and communication skills.
• 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 programs (Excel, Word, Outlook, etc.).
• Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems.
• 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.

Qualifications

• Associate's degree in Healthcare Administration, Business, or a related field.
• 1+ experience working as a supervisor, team lead, or analyst in a customer service environment in rapidly shifting procedures and processes.
• 1+ leadership experience in healthcare and/or contact center.
• 3+ years related experience.
• Currently working in a lead position within the department for at least 6 months or additional experience in healthcare contact centers, pre-access, patient access, admissions or hospital business.

Skills

• 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.

Benefits

Commensurate with experience.

Pay

$44,825.02 - $83,366.71

Schedule

Full time

Physical Requirements

View physical requirements here

Additional Information

N/A

Licenses and Certifications

• Certified Medical Interpreter (CMI)

Physical Requirements

View physical requirements here