Customer Care Team Lead

Bryan Health; Lincoln (NE); On-site; USD 50,000 - 70,000; Full time

Job summary

Bryan Health in Lincoln seeks a Customer Care Supervisor to plan, organize, and coordinate daily activities of the customer care team. The role includes mentoring staff, overseeing quality assurance, managing staff schedules, and training new employees and volunteers on area procedures and checklists.

Essential duties include handling escalations, maintaining staffing plans, and ensuring compliance with COBRA, Joint Commission, OSHA, ADA and HIPAA guidelines.

Qualifications

• Knowledge of customer service philosophies and practices.
• Knowledge of hospital facilities, services, locations and staff.
• Knowledge of computer hardware and software relevant to work functions.
• Knowledge of applicable federal and state laws as they apply to the work areas.
• Skill in on-the-job training at information desk locations.
• Ability to schedule, direct, counsel and evaluate employee teams and performance.
• Ability to communicate effectively both verbally and in writing.
• Ability to read, interpret and enforce safety rules and policies.
• Ability to conduct difficult conversations with desired outcomes.
• Ability to maintain professional relationships across all levels and departments.

Responsibilities

• Commit to the mission, vision and core values.
• Serve as work resource and respond to staff requests for assistance; escalate to leadership as needed.
• Maintain regular communication with employees.
• Oversee daily staffing adjustments and coordinate PRN coverage.
• Maintain information desk schedules and approve time off requests with leadership.
• Identify opportunities for improvement and take appropriate action.
• Encourage, redirect, and document employee performance as appropriate.
• Assist leadership with screening and interviewing candidates for openings.
• Orient and train employees and volunteers using training materials.
• Handle customer service issues and escalate to leadership when needed.
• Collaborate with leadership to plan and communicate changes to the work group.
• Assess employee competencies and performance levels.
• Adhere to COBRA, Corporate Compliance, Joint Commission, OSHA, ADA, HIPAA.

Skills

Customer service

Communication

Problem solving

Leadership

Regulatory knowledge

Training

Education

High school diploma or equivalent

Associate’s degree or progress toward business/related degree (preferred)

Job description

Summary

GENERAL SUMMARY:

Responsible for planning, organizing, coordinating, and implementing the day-to-day activities of the customer care team. Assists with the revision of area policies/procedures, and participates in process improvement initiatives. Primary responsibilities also include mentoring employees, overseeing quality assurance activities, maintaining staff schedules, and assisting with orienting/training new employees. Performs Customer Care Assistant functions, including covering open shifts, as needed.

PRINCIPAL JOB FUNCTIONS:

1. Commits to the mission, vision, beliefs and consistently demonstrates our core values.
2. Serves as work resource and liaison to customer care staff; responds to staff requests for assistance; assesses and resolves each situation as appropriate; seeks assistance from leadership as needed.
3. Maintains regular communication and interaction with employees.
4. Oversees daily staffing adjustments by managing employee call-offs, assessing coverage needs, coordinating PRN staff, and communicating staffing plans to department personnel in collaboration with leadership.
5. Maintains the information desk schedule, approves time off requests in collaboration with leadership, and secures PRN coverage for open shifts.
6. Anticipates and recognizes improvement opportunities and responds appropriately.
7. Encourages, redirects, corrects, and documents employee performance as appropriate.
8. Assists leadership with screening and interviewing candidates, helps select qualified personnel for openings.
9. Orients and trains employees and/or volunteers on specific duties utilizing area-specific checklists and training materials; reviews and updates the training and reference resources as needed.
10. Responsible for customer service issues; escalates to leadership as appropriate.
11. Collaborates with leadership to plan and communicate changes to the work group.
12. Assesses employee competencies and level of performance.
13. Understands and adheres to federal regulations regarding COBRA, Corporate Compliance, Joint Commission standards, OSHA, ADA, and HIPAA; reports safety and customer concerns.
14. Explains, promotes, and follows department and hospital policies .
15. Recognizes and responds to emergency situations.
16. Performs Customer Care Assistant duties as needed.
17. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.
18. Participates in meetings, committees and department projects as assigned.
19. Performs other related projects and duties as assigned.

Essential Job functions are marked with an asterisk “*”.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of customer service philosophies and practices.
2. Knowledge of all medical center facilities and services, locations, and assigned personnel.
3. Knowledge of computer hardware equipment and software applications relevant to work functions.
4. Knowledge of applicable federal and state laws as they apply to the functional work areas.
5. Skill in providing on-the-job training at all information desk locations.
6. Ability to schedule, direct, counsel and evaluate employee teams and performance.
7. Ability to problem-solve, engage independent critical thinking skills, and make decisions in accordance with facility protocols and regulatory agency requirements.
8. Ability to communicate effectively both verbally and in writing.
9. Ability to read, interpret, and enforce departmental safety rules, equipment operating and maintenance requirements and policies/procedures.
10. Ability to perform crucial conversations with desired outcomes.
11. Ability to establish and maintain effective working relationships with all levels of personnel, volunteers, ancillary departments and medical staff, including diverse patient populations.
12. Ability to maintain confidentiality relevant to sensitive information.
13. Ability to prioritize work demands and work with minimal supervision.
14. Ability to maintain regular and punctual attendance.

EDUCATION AND EXPERIENCE:

High school diploma or equivalent required. Two (2) years of experience in customer service or medical environment requiring frequent public contact required. Associate’s degree or equivalent progress towards a degree in business (or related field) preferred. Prior hospital or medical-related experience preferred.

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT)-Characterized as medium work requiring exertion of 20 to 50 pounds of force occasionally, and/or 10 to 25 pounds of force frequently, and/or greater than negligible up to 10 pounds of force constantly to move objects.