Consumer Experience Center Supervisor

AdventHealth; Town of Florida (NY); On-site; USD 30,000 - 56,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

Paid Time Off from Day One

403-B Retirement Plan

Parental Leave

Career Development

Well-being Resources

Mental Health Resources

Pet Benefits

Job summary

AdventHealth Maitland, a faith-based health system, seeks a senior supervisor for its patient access and contact center operations. Lead a team to deliver courteous service and manage shift coverage in a fast-paced environment.

You will oversee staffing, performance, and reporting while driving process improvements across the contact center. Collaboration with multiple departments will enhance patient care and experience in a full-time daytime role.

Qualifications

• 1+ year of leadership experience in healthcare or a contact center.
• 2+ years in healthcare contact centers, patient access, admissions, or hospital business office (preferred).
• 3+ years as a supervisor, team lead, or analyst in a customer service environment with rapid procedural changes (preferred).
• Currently in a lead position within the department for at least 6 months (required).

Responsibilities

• Ensure phone staff meet high-quality service standards in a courteous and friendly atmosphere.
• Schedule staff to provide adequate coverage during all hours of operation with flexible staffing.
• Provide daily, weekly, and monthly reports to ensure high standards are met.
• Oversee development, implementation, and continuous improvement of standardized processes and metrics.

Skills

Customer Service

Verbal Communication

Team Leadership

People Management

Process Improvement

Time Management

English Proficiency

Supervisory Experience

Education

Associate degree

Tools

Microsoft Office

CRM

Practice management software

Telephony

Electronic health records

Job description

Our Promise To You

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.

All the benefits and perks you need for you and your family:

• 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

Day (United States of America)

Address

2600 Westhall Ln

City

Maitland

State

Florida

Postal Code

32751

Job Description

Ensures phone staff meet the expectation of delivering high-quality services in a courteous and friendly atmosphere. Schedules staff to provide adequate coverage during all hours of operation using flexible staffing. Other duties as assigned. Provides a safe and complete environment for patient care through operational processes, protocols, inventory control, and equipment checks. Corrects any known deficiencies in patient care delivery. Aids in recruitment, selection, orientation, evaluation of staff, and performance management. Supports, oversees, and manages the productivity and performance of the team. Provides daily, weekly, and monthly reports to ensure high standards are met. Conducts ongoing call review, coaching, and education for contact center representatives. Oversees development, implementation, and continuous improvement of standardized processes and metrics.

Knowledge, Skills, And Abilities

• Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence.


• Required Practical knowledge and experience in working with practice management software systems with the ability to direct workflow in order to optimize operations.


• Proficient in Microsoft Office programs (Excel, Word, Outlook, etc.) and technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems.


• Knowledge of KPIs and Contact Center Best Practices.


• Ability to work with internal and external partners to improve patient care coordination.


• Responsive to ever-changing healthcare landscape with demonstrated interpersonal, customer relations, and communication skills, maintaining confidence, confidentiality, integrity, and objectivity.


• Proficient in time management with superior prioritization skills, strong problem-solving skills, able to handle complex scenarios, and effective at leading by example.


• Demonstrated ability in successfully collaborating with multiple departments and strong organizational and coordination skills.


• Effective communicator in English, both orally and in writing, with the ability to use discretion when discussing confidential personnel or consumer-related issues.


• Self-motivator, quick thinker, proactive, detail- and results-oriented with a demonstration of regular, consistent, and punctual attendance.


• Healthcare/Physician Office Scheduling, Contact Center Experience, and Supervisory Experience preferred.


• Working Proficiency in Microsoft Office Applications preferred.

Education

• Associate [Required]

Field Of Study

• N/A

Work Experience

• 1+ of leadership experience in healthcare and/or a contact center environment [Required]


• 2+ of experience in healthcare contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office [Preferred]


• 3+ 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]

Additional Information

• An equivalent combination of education and relevant work experience may be considered in lieu of the stated degree requirement: - Associate’s degree and one (1) years relevant experience; OR


• - High School degree and three (3) years relevant experience

Licenses And Certifications

• N/A

Physical Requirements:

Physical Requirements - https://tinyurl.com/23km2677

Pay Range

$21.77 - $40.48

Background Screening Requirement (Florida Law)

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/

Equality

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.