Consumer Information Services Lead

Sharp HealthCare; San Diego (CA); Hybrid; USD 105,532,000 - 152,525,000; Full time

Job summary

Sharp HealthCare in San Diego seeks a supervisory leader for Consumer Information Services to ensure exceptional customer service, monitor telephony metrics, and coach staff. This role collaborates with program managers to maintain accurate physician data, improve workflows, and deliver a seamless Sharp Experience across all touchpoints.

Responsibilities include staffing oversight, performance monitoring, and coordinating communications and reports to support department goals and patient care

Qualifications

• Bachelor's Degree in a related field
• Experience in customer service, QA, process improvement, team activities, and project coordination
• Experience in a dynamic call center environment
• Experience with MS Office programs, including spreadsheet functions, and SQL-based call center software
• Experience with call center software

Responsibilities

• Supervise the daily operations of Consumer Information Services/82SHARP
• Ensure outstanding customer service and monitor metrics to meet service levels
• Support manager in quality assurance, process improvement, and staff development
• Lead the Sharp Experience delivery over the phone from front door touchpoints
• Oversee rosters, communications, and data accuracy across the department
• Supervise inbound calls, emails, chats, social media, and pharmacy-related service duties
• Perform quality assurance by scoring calls and monitoring interactions

Skills

Customer service

Quality Assurance

Process improvement

Team coordination

Project coordination

Education

Bachelor's Degree

Tools

MS Office (spreadsheets)

SQL-based call center software

Call center software

Job description

Sharp HealthCare in San Diego seeks a supervisory leader for Consumer Information Services to ensure exceptional customer service, monitor telephony metrics, and coach staff. This role collaborates with program managers to maintain accurate physician data, improve workflows, and deliver a seamless Sharp Experience across all touchpoints.

Responsibilities include staffing oversight, performance monitoring, and coordinating communications and reports to support department goals and patient care