Supervisor - Customer Navigation Center

HonorHealth; Phoenix (AZ); On-site; USD 60,000 - 90,000; Full time

Job summary

HonorHealth is seeking a supervisor to manage the Customer Navigation Center Scheduling team in Phoenix. The role oversees staff, performance metrics, and service quality, while coordinating with medical groups and centers to optimize patient care and access.

You will build relationships across the network, drive improvement initiatives, and support in-network referrals and appointments. Requires 3 years of leadership in a call center or healthcare setting and an associate degree or equivalent

Qualifications

• 3 years of lead/supervising in a contact/call center or healthcare setting (Required)
• 5 years of lead/supervising in a contact/call center or healthcare setting (Preferred)
• Associates in or 2 years' related experience (Required)
• Associates in Preferred

Responsibilities

• Provide first-line management to staff including hiring, interviewing, disciplinary actions, training, scheduling, coaching, and performance reviews.
• Monitor center performance, identify coaching needs, handle complaints, and escalate as needed.
• Assist with budgets, policies, procedures, and quality enhancements.
• Promote innovation and initiatives to make it easier to do business with HonorHealth.
• Assign resources to projects and ensure milestones are met; align training accordingly.
• Perform other duties as assigned.

Skills

Leadership

Coaching

Training

Performance management

Customer Service

Education

Associates degree or 2 years' related experience

Job description

Primary City/State:

Deer Valley - 2500 W Utopia Rd Phoenix, AZ 85027

Category:

Operations

Shift:

Day

Department:

Customer Navigation Center Scheduling

Monday - Friday 8hr shift any time between 7am-530pm

Great care starts with great people. (Like you.)

At HonorHealth, you'll find something special. From humble beginnings in 1927 to one of Arizona's largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most - caring for the health and well-being of people and communities across the greater Phoenix area.

Responsibilities:

JOB SUMMARY

The supervisor manages the Customer Navigation Center staff, balancing work queues, serves as subject matter expert for HonorHealth's medical group practices, community specialists and medical centers. The person in this role will build relationships across the network to optimize business performance, identify new business opportunities through next best action methodology, customer care, care coordination of existing patients and support in-network referral and appointments.

ESSENTIAL FUNCTIONS

• Under the guidance of the department manager, provide first-line management to staff which includes but not limited to hiring, interviewing, disciplinary actions, terminations, training, work assignment, project plans, scheduling, career development, mentoring, coaching, performance goal setting and reviews.
• Monitor customer navigation center performance and make recommendation on process improvement and/or coordinator training needs. Perform quality assurance on incidents and requests to identify coaching opportunities. Handle, document and elevate customer service complaints. Prioritize and respond promptly based on severity levels to needs of the customer. Proactively recognizes opportunities for service recovery and acts to resolve issues.
• Assist with department budgets, reporting, establishment and enforcement of policies, processes, procedures, standards, systems strategy, departmental planning, change management, incident management and quality enhancements.
• Promote innovation and marketing initiatives that make it easier to do business with and/or obtain services from HonorHealth.
• Assign resources to projects and acts as escalation point to ensure achievement of established project milestones. Align with customer navigation center training staff to ensure systems operate effectively and reliably.
• Performs other duties as assigned.

EDUCATION

• Associates in or 2 years' work related experience Required
• Associates in Preferred

EXPERIENCE

• 3 years of experience as a lead/supervising in a contact/call center or Customer Service Environment or Healthcare Setting Required
• 5 years of experience as a lead/supervising in a contact/call center or Customer Service Environment or Healthcare Setting Preferred

We're all in for your career.