Patient Experience Lead - Contact Center Supervisor

Ardent Health Services; Westwood (NJ); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Ardent Health Services is seeking a day-shift, full-time Central Scheduling Contact Center Supervisor in Westwood, NJ. You will oversee daily Contact Center operations and ensure patients receive timely, accurate scheduling while maintaining a positive work environment.

You will coach schedulers, monitor QA, AHT, and error rates, and collaborate with team members to improve patient wait times and overall experience. Strong leadership and communication are essential.

Qualifications

• High School Diploma or equivalent.
• 3+ years of extensive Customer Service experience in a call center, or 1–3 years of leadership in a fast-paced environment.
• Exceptional communication, analytical, problem-solving, multitasking, and decision-making abilities.
• Ability to work independently and under pressure in a structured environment.
• Advanced computer skills.

Responsibilities

• Supervises and coordinates daily operations of the Contact Center to meet patient expectations and objectives.
• Drives a positive and supportive work environment.
• Coaches and develops Schedulers to ensure world-class patient experience as measured by QA audits, AHT, and Error Rate.
• Improves patient wait time through reductions in Attendance and tardy occurrences while ensuring proper off-line time.
• Builds strong relationships with direct reports and colleagues; may perform performance management up to termination recommendations.

Skills

Customer service

Leadership

Communication

Analytical

Problem solving

Multitasking

Decision making

Independence

Education

High School diploma

Equivalent qualification

Tools

Advanced computer skills

Job description

Ardent Health Services is seeking a day-shift, full-time Central Scheduling Contact Center Supervisor in Westwood, NJ. You will oversee daily Contact Center operations and ensure patients receive timely, accurate scheduling while maintaining a positive work environment.

You will coach schedulers, monitor QA, AHT, and error rates, and collaborate with team members to improve patient wait times and overall experience. Strong leadership and communication are essential.