Supv, Customer Experience Contact Center

1106 Portercare Adventist Health System; United States; On-site; USD 63,000 - 117,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

PTO from Day One

403(b) retirement plan

Parental leave

Career development

Well-being resources

Job summary

AdventHealth in Greenwood Village, CO seeks a senior customer experience leader to drive service quality and team performance in a healthcare contact center. You will coach staff, coordinate across departments, and ensure high standards of accuracy and patient care while supporting daily operations.

Requirements include an associate degree and 1+ year leadership in healthcare, with English/Spanish bilinguals preferred.

Qualifications

• Associate degree required in healthcare administration or related field.
• 1+ year leadership experience in healthcare and/or a contact center environment.
• Bilingual in English/Spanish preferred.
• Excellent communication and coaching abilities.

Responsibilities

• Identify opportunities from customer feedback and productivity analysis to improve support strategy and service performance.
• Serve as a single point of contact for initial communications with other CxC functions.
• Ensure documentation and communication across front line and cross-functional teams.
• Coach and train team members to meet accuracy, productivity, and customer service goals.
• Audit performance and provide education to frontline staff to maintain standards.
• Monitor and report on service performance metrics (volumes, wait times, abandonment rates).

Skills

Customer service leadership

Coaching

Communication skills

English proficiency

Microsoft Office

CRM experience

Time management

Education

Associate degree

Healthcare administration background

Leadership experience in healthcare

Tools

CRM systems

Telephony systems

Electronic Health Records

MS Office

Job description

Our promise to you: Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better. All the benefits and perks you need for you and your family: Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance Paid Time Off from Day One 403-B Retirement Plan 4 Weeks 100% Paid Parental Leave Career Development Whole Person Well-being Resources Mental Health Resources and Support Pet Benefits

Schedule:

Full time Shift: Day (United States of America) Address: 6061 S Willow Dr City: Greenwood Village State: Colorado Postal Code: 80111

Job Description:

• Other duties as assigned.
• Identifies areas of opportunity through customer feedback, interaction with functional leaders, support trends, and productivity analysis to positively influence support strategy, team performance, and service improvement.
• Serves as a single point of contact for initial communications with other CxC functions.
• Ensures appropriate interactions with front line team members, cross-functional team members, and other key partners are documented, addressed, and communicated.
• Communicates the importance of providing excellent customer service to team members.
• Provides coaching and ensures team members have the tools and training needed to meet accuracy, productivity, and customer service goals.
• Audits performance and provides education to frontline staff to maintain or exceed accuracy standards.
• Communicates efforts to quality and training teams to enhance new hire and ongoing training and quality efforts.
• Presents regular written and verbal direction to employees to ensure they are well-informed of their performance of job responsibilities and attendance.
• Oversees and assumes accountability for the daily and ongoing function of assigned areas.
• Resolves direct consumer interactions during high-volume times or when frontline employees need support.
• Monitors and reports on service performance, including volumes, wait times, abandonment rates, and other core productivity measures.
• Utilizes proper escalations when issues arise and ensures resolution.

Knowledge, Skills, and Abilities:

• Ability to articulate the mission of AHand the CxC [Required]
• Responsive to ever-changing healthcare landscape [Required]
• Proficient in time management with superior prioritization skills [Required]
• Self-motivator, quick thinker, proactive, and detail-and results-oriented [Required]
• Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues [Required]
• Demonstrated ability in successfully collaborating with multiple departments [Required]
• Strong problem-solving skills, with ability to handle complex scenarios [Required]
• Effective at leading by example [Required]
• Strong organizational and coordination skills [Required]
• Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity [Required]
• Demonstration of regular, consistent and punctual attendance [Required]
• Effective communicator in English, both orally and in writing [Required]
• Proficiency in Microsoft Suite programs [Required]
• Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems [Required]
• Bilingual in English/Spanish [Preferred]

Education:

• Associate [Required]
• Field of Study: in Healthcare Administration, business ora related field
• Work Experience: 1+ of leadership experience in healthcare and/or a contact center environment [Required]
• 2+ of experience in healthcare contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office [Preferred]
• 3+ experience working as a supervisor, team lead, or analyst in a customer service environment with experience in rapidly shifting procedures and processes [Preferred]
• Currently in a lead position within the department for at least 6 months [Required]

Licenses and Certifications:

• Certified Medical Interpreter (CMI) [Preferred]

Physical Requirements:

• Physical Requirements - https://tinyurl.com/23km2677

Pay Range:

• Pay Range: $62,628.80 - $116,500.80

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

Every day, our fellow team members show up to work, unified by one shared mission: Extending the Healing Ministry of Jesus Christ. As a faith-based health care organization, our story is one of hope as we strive to heal and restore the body, mind and spirit. Though our facilities are spread across the country, this unwavering belief binds us together. Across every office, exam and patient room, we’re committed to providing individualized, holistic care. This is our Christian mission, and it inspires us to help make communities healthier and happier.