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Demonstrate through behavior AdventHealth’s mission, vision, values and service standards as outlined in the organization’s Whole Care Experience training
Oversee, assume accountability, and perform administrative duties for the daily and ongoing function of assigned functional area(s)
Maintain competence to resolve direct consumer interactions during high-volume times or when frontline employees require additional support within assigned functional area(s)
Monitor and report on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures in real-time and retrospectively
Utilize proper escalations when issues arise and see them through to resolution
Communicate to team members and demonstrate through action the importance of providing consumers with excellent customer service
Provide coaching and ensure team members are equipped with the tools and training needed to meet accuracy standards, productivity, and customer service goals
Audit performance and provide education to frontline staff to maintain or exceed accuracy standards; communicate these efforts to the quality and training teams to identify and enhance new hire and ongoing training and quality efforts
Present regular written and verbal direction to employees to ensure they are well-informed of their performance of job responsibilities and attendance
Serve 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 appropriately documented, addressed and communicated.
Ensures compliance with corporate and departmental policies and guidelines.
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.
Provides oversight and follow through on escalated matters. Ensures timely intervention when needed and provides follow through on a resolution.
Ensures quality assurance is met by evaluating calls for responsible staff to promote patient satisfaction.
What You Will Need
Education and Experience Required:
Associate Degree in Healthcare Administration, Business ora related field OR,
One to two years of leadership experience in healthcare and/or a contact center environment OR,
Currently in a lead position within the department for at least 6 months.
Knowledge and Skills Required:
Ability to articulate the mission of AH and the CxC
Responsive to ever-changing healthcare landscape
Proficient in time management with superior prioritization skills
Self-motivator, quick thinker, proactive, and detail- and results-oriented
Demonstrated interpersonal, customer relations, and communication skills with the ability to use discretion when discussing confidential personnel or consumer-related issues
Demonstrated ability in successfully collaborating with multiple departments
Strong problem-solving skills, with ability to handle complex scenarios
Effective at leading by example
Strong organizational and coordination skills
Ability to communicate professionally while maintaining confidence, confidentiality, integrity, and objectivity
Demonstration of regular, consistent and punctual attendance
Effective communicator in English, both orally and in writing
Proficiency in Microsoft Suite programs
Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems
In partnership with management and other leaders, the Supervisor will oversee daily operations and specific administrative functions of centralized service line(s) within the centralized Consumer Experience Center (CxC). The Supervisor will assist with frontline service delivery and serve as the first point of contact for any employee-related concerns. The supervisor serves as a mentor and role model to frontline staff and will be readily available to provide team members with the tools and training needed to meet established service goals. In addition to supporting employees and direct service delivery, the Supervisor will act as a single point of contact for initial communication with interdependent functions within the CxC. As such, they are responsible for facilitating bidirectional communication between frontline staff, other CxC functions, and leadership. In addition to assisting with these functions, the Supervisor may be responsible for managing staff schedules, approving leave, and assisting with payroll, among other functions; there may be instances when this position is requested to perform additional duties on behalf of the Manager. Because the CxC is a technology-dependent department, the Supervisor must demonstrate competence to operate across various technology platforms. The Supervisor must exhibit strong dedication to providing outstanding customer service, accept responsibility for maintaining relationships that are equally respectful to all, and ensure the delivery of a high-quality service that consistently meets established performance indicators within a rapidly growing centralized enterprise.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.