Consumer Experience Supervisor

AdventHealth; Orlando (FL); On-site; USD 29,000 - 55,000; Full time

Job summary

AdventHealth in Orlando, FL is seeking a skilled supervisor to lead the contact center team. You will oversee scheduling, staffing, and performance metrics while maintaining a courteous, high-quality patient experience.

You will coach staff, implement standardized processes, and collaborate with internal teams to improve patient care delivery and efficiency across the contact center operations.

Qualifications

• Associate degree required or equivalent combination of education and experience.
• 1+ year leadership experience in healthcare or a contact center.
• 2+ years in healthcare contact centers, admissions, or hospital business office (preferred).
• 3+ years in a customer service leadership role with evolving procedures (preferred).
• Currently in a lead position within the department for at least 6 months (required).

Responsibilities

• Schedules staff to provide adequate coverage during all hours of operation.
• Oversees daily, weekly, and monthly reports to ensure high standards are met.
• Coaches and educates contact center representatives; conducts regular reviews.

Skills

Customer focus

Verbal communication

Process improvement

Team leadership

People management

Time management

Problem solving

Interpersonal skills

Coordination

English proficiency

Education

Associate degree

Tools

Practice management software

CRM

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:

601 E Rollins St

City:

Orlando

State:

Florida

Postal Code:

32803

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

(Please click the link below to view work 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/

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