PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:

·          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.

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

EDUCATION AND EXPERIENCE REQUIRED: 
· Associate’s Degree in Healthcare Administration, Business or a 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.

EDUCATION AND EXPERIENCE PREFERRED:
· Two years or more of experience in healthcare contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office
· Three (3) or more years’ experience working as a supervisor, team lead, or analyst in a customer service environment with experience in rapidly shifting procedures and processes

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About AdventHealth

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.

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