Healthcare Customer Care Leader

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

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.