Remote Call Center Lead - Patient Experience

Banner Health; Arizona; Hybrid; USD 67,704,000 - 101,550,000; Full time

Job summary

Banner Health seeks a Call Center Lead to manage a fast-paced, remote Customer Experience Center in Arizona. The role trains, coaches and supports agents, acting as a floor lead and subject matter expert to ensure a differentiated patient experience.

You will monitor metrics, guide QA processes and collaborate with providers to optimize workflows. As a senior resource, you’ll deliver ongoing education, handle escalations, and reinforce best practices across digital channels while maintaining

Qualifications

• 3 years of experience in a contact center, customer care environment or healthcare.
• Strong communication, critical thinking and coaching skills.
• Ability to use technology tools to assist customers across channels.

Responsibilities

• Trains, monitors and coaches agents to deliver an easy, empathetic patient experience.
• Acts as floor lead providing real-time support and escalate issues to leadership.
• Oversees QA/Auditing processes to meet customer satisfaction standards.
• Communicates effectively via phone, chat, email and other digital channels.
• Partners with departments to improve patient experience and onboarding of new learners.

Skills

Contact center experience

Customer care

Healthcare

Education

High school diploma/GED

Job description

Banner Health seeks a Call Center Lead to manage a fast-paced, remote Customer Experience Center in Arizona. The role trains, coaches and supports agents, acting as a floor lead and subject matter expert to ensure a differentiated patient experience.

You will monitor metrics, guide QA processes and collaborate with providers to optimize workflows. As a senior resource, you’ll deliver ongoing education, handle escalations, and reinforce best practices across digital channels while maintaining