Supervisor - Customer Navigation Center

70 HonorHealth Support Services; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

HonorHealth in Phoenix, AZ, seeks a Supervisor for the Customer Navigation Center to lead staff, balance work queues and coordinate with medical groups and centers to optimize patient access and care coordination.

The ideal candidate has 3+ years of supervisory experience in a healthcare or contact center environment and an associate degree or equivalent. Day shift, Monday–Friday, with opportunities to improve patient experiences across HonorHealth facilities.

Qualifications

• Requires 3 years of lead/supervisory experience in a contact/call center or healthcare setting.
• Associates degree or 2 years related experience preferred.
• Strong organizational and coaching skills.

Responsibilities

• Manage Customer Navigation Center staff, queues and scheduling.
• Serve as SME for medical group practices, community specialists and medical centers.
• Hire, train, coach and evaluate staff; monitor performance and quality.
• Identify process improvements and opportunities for service recovery.
• Assist with budgets, policies and project planning; ensure SLA adherence.

Skills

Staff supervision

Lead / supervisor

Customer service

Healthcare environment

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

LICENSE AND CERTIFICATIONS

We're all in for your career. Expert care from experts who care. At HonorHealth, you’ll find something special. Our culture is built on warmth and neighborly kindness, but behind every smile is a highly skilled professional with deep expertise and unwavering dedication. We’re delivering a healthcare experience that simply feels better through:

• Nine acute-care hospitals
• Over 200 primary, specialty and urgent care centers
• More than 17,000 team members and 4,000 medical staff

Since 1927, we’ve been focused on doing what matters most — caring for people and communities across the greater Phoenix area. From humble beginnings to one of Arizona’s largest nonprofit healthcare systems, we’re just as driven as we were a century ago. Come join us and go all in for your career.