Supv, Customer Experience Contact Center

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.

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, Day shift

Location: 6061 S Willow Dr, Greenwood Village, Colorado 80111

Responsibilities

• Other duties as assigned
• Identifies areas of opportunity through customer feedback, interaction with functional leaders, support trends, and productivity analysis to positively influence support strategy, team performance, and service improvement
• Serves as a single point of contact for initial communications with other CxC functions
• Ensures appropriate interactions with front line team members, cross-functional team members, and other key partners are documented, addressed, and communicated
• Communicates the importance of providing excellent customer service to team members
• Provides coaching and ensures team members have the tools and training needed to meet accuracy, productivity, and customer service goals
• Audits performance and provides education to frontline staff to maintain or exceed accuracy standards
• Communicates efforts to quality and training teams to enhance new hire and ongoing training and quality efforts
• Presents regular written and verbal direction to employees to ensure they are well-informed of their performance of job responsibilities and attendance
• Oversees and assumes accountability for the daily and ongoing function of assigned areas
• Resolves direct consumer interactions during high-volume times or when frontline employees need support
• Monitors and reports on service performance, including volumes, wait times, abandonment rates, and other core productivity measures
• Utilizes proper escalations when issues arise and ensures resolution

Requirements

• Ability to articulate the mission of AdventHealth and the CxC [Required]
• Responsive to ever-changing healthcare landscape [Required]
• Proficient in time management with superior prioritization skills [Required]
• Self-motivator, quick thinker, proactive, and detail- and results-oriented [Required]
• Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues [Required]
• Demonstrated ability in successfully collaborating with multiple departments [Required]
• Strong problem-solving skills, with ability to handle complex scenarios [Required]
• Effective at leading by example [Required]
• Strong organizational and coordination skills [Required]
• Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity [Required]
• Demonstration of regular, consistent and punctual attendance [Required]
• Effective communicator in English, both orally and in writing [Required]
• Proficiency in Microsoft Suite programs [Required]
• Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems [Required]
• Bilingual in English/Spanish [Preferred]

Qualifications

• Associate degree [Required]
• Field of study in Healthcare Administration, business, or a related field
• 1+ years of leadership experience in healthcare and/or a contact center environment [Required]
• 2+ years of experience in healthcare contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office [Preferred]
• 3+ years of experience working as a supervisor, team lead, or analyst in a customer service environment with experience in rapidly shifting procedures and processes [Preferred]
• Currently in a lead position within the department for at least 6 months [Required]

Licenses and Certifications

• Certified Medical Interpreter (CMI) [Preferred]

Physical Requirements

Please review the physical requirements for this role: Physical Requirements

Pay

Pay Range: $62,012.91 - $115,357.10