Experience Center Supervisor

BJC HealthCare; St. Louis (MO); Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

BJC Total Rewards

Job summary

BJC HealthCare is seeking a leader to oversee the Experience Center, coaching and developing customer service staff while driving operational excellence in a flexible, predominantly remote setup. The role focuses on ensuring high-quality patient interactions and efficient call center performance.

The position emphasizes staff development, performance improvement, and collaboration with health system teams to enhance the patient experience across the region.

Qualifications

• Demonstrated leadership in a call center or service environment.
• Experience coaching and developing staff to improve performance.
• Strong knowledge of call center metrics and staffing.
• Ability to navigate health care processes and technology.

Responsibilities

• Oversee Experience Center staff and operations, ensuring quality service.
• Coach and develop staff; provide training and issue resolution.
• Manage staffing, budgets, and departmental goals.
• Monitor metrics like productivity and service levels; adjust staffing as needed.
• Ensure adherence to standard work and department procedures.
• Support performance improvement initiatives and employee engagement activities.

Skills

Leadership

Staff development

Call center operations

Coaching

Education

High School Diploma

Job description

Additional Information About the Role

Ready for your next leadership challenge? Lead a team of customer service professionals who help shape the patient experience across BJC. This role offers the opportunity to coach and develop staff, drive operational excellence, and make a meaningful impact in a flexible, primarily remote environment.

Overview

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs and regional economic development.

BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country.

Expands BJC HealthCare's growth from hospitals located in the 500 mile catchment area, through direction of the BJC HealthCare corporate service line marketing initiatives. This includes the BJC Call Center, the WUSM Department of Pediatrics line, the SLCH Nurse Triage Answer Line, After Hours Service and physician Exchange. Through telephone and internet vehicles, expands consumer and physician access to BJC¿s hospitals and corporate service lines. Includes 24/7 operation of multidisciplinary call centers that handle over 450,000 physician and consumer calls a year. Includes SLCH Children's Direct Physician Accessl Line/Transfer Center, which, in partnership with WUSM provides services including transfers, direct admits Transport Team dispatch, phone consults, referrals to/appointment for WUSM clinics, patient information, etc. generating incremental volume and margin to the system, enhanced communication with physicians and clients and high physician/patient satisfaction. Also delivers market research and customer relationship management activities.

Preferred Qualifications

Role Purpose

Responsible for the daily oversight of Experience Center staff and operations, ensuring operational standards, quality standards and customer service expectations are consistently met. This position serves as the day-to-day leader providing coaching and development, training, and issue resolution for staff. This position also assists with department-level performance improvement initiatives and employee engagement activities. Develops, analyzes, and recommends changes that will increase customer satisfaction and improve accuracy and efficiencies within the Experience Center. Includes analyzing data and managing team performance on an individual and group perspective to improve outcomes. Maintains a thorough knowledge of unit, department, and BJC; provides subject matter expertise for team members; provides issue resolution and process clarification; navigate the electronic health record and call center specific technology and serves as a subject matter expert for all technology.

Responsibilities

• Manages individual(s) including but not limited to: hires, trains, assigns work, manages and evaluates performance, conducts professional development plans. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
• Develops and adheres to departmental staffing, revenue and/or expense budgets. Responds to changes in the business which may affect the ability to achieve the budget goals.
• Maintains the accuracy of existing department standard work, job aides, and resources, and assists in the development of new ones; communicates documentation changes to existing team members.
• Manages daily staffing requirements, regularly monitors call volume and metrics (e.g., staff productivity, abandoned call rate, average speed of answer, etc.) and applies appropriate judgment and critical thinking to shift staff assignments accordingly.
• Ensures service level goals are met.
• Performs Other Responsibilities as Assigned

Minimum Requirements

Education

• High School Diploma or GED

Experience

• 2-5 years

Supervisor Experience

• < 2 years

Preferred Requirements

Experience

• 5-10 years

Supervisor Experience

• 2-5 years

Benefits and Legal Statement

BJC Total Rewards

At BJC we’re committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being.

• Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date
• Disability insurance* paid for by BJC
• Annual 4% BJC Automatic Retirement Contribution
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance

To learn more, go to our Benefits Summary.

*Not all benefits apply to all jobs

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer