Remote Experience Center Lead - Healthcare

BJC HealthCare (New); Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Retirement plan

Tuition assistance

Paid time off

Job summary

BJC HealthCare is seeking an Experience Center Leader to oversee daily operations and staff in a primarily remote setting. You will coach and develop team members, manage performance, and drive customer experience improvements across its call center initiatives.

The role emphasizes leadership, coaching, and process improvement with a focus on achieving service levels and quality outcomes in a large nonprofit health system.

Qualifications

• High School diploma or GED is required.
• 2-5 years of experience in a customer service or call center setting.
• Experience supervising or leading a team is preferred.

Responsibilities

• Manages staff including hiring, training, assigning work, evaluating performance, and development plans.
• Develops staffing plans and budgets to meet department goals.
• Maintains standard work, documentation, and resources; communicates changes to team.
• Monitors call volume and metrics and adjusts staffing accordingly.
• Ensures service level goals are met.
• Performs other duties as assigned.

Skills

Staff leadership

Coaching

Customer service

Performance metrics

Education

High School diploma or GED

Job description

BJC HealthCare is seeking an Experience Center Leader to oversee daily operations and staff in a primarily remote setting. You will coach and develop team members, manage performance, and drive customer experience improvements across its call center initiatives.

The role emphasizes leadership, coaching, and process improvement with a focus on achieving service levels and quality outcomes in a large nonprofit health system.