Remote Experience Center Leader

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

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.