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Customer Service Supervisor

Company: HCA Healthcare
Location: Fort Myers
Posted on: October 13, 2019

Job Description:

Description SHIFT: Days (rotating weekends)

SCHEDULE: Full-time

HCA, a Fortune 100 company with more than 200,000 employees, is one of the nation's leading providers of healthcare services, operating over 170 locally managed hospitals and over 100 freestanding surgery centers in 20 states and the United Kingdom.

The National Contact Center Management (NCCM) group serves our patients by interacting with them via telephone and other media in order to assist them with their healthcare journeys. NCCM uses a variety of tools that act in tandem with each other and on behalf of our patients and provides services such as provider referrals, connection with healthcare services, and clinical advice.--The Contact Center Supervisor is responsible for the leadership and management of assigned employees on a daily basis to achieve operational goals.-- Supervises employees across sites when applicable.-- Maintains a positive leadership style and strives to be a positive role model and motivator in the workplace.-- --Summary of Key--Responsibilities:--

  • Performs Customer Experience Evaluations as assigned for each direct report
  • Holds weekly one-on-one coaching sessions with direct reports to promote a superior patient experience and to ensure that optimal call processes are deep-rooted into day to day customer service activities
  • Writes and presents performance reviews-- and monthly evaluations as directed by Manager/Director; Coaches and develops PCL---s to have the knowledge and skills to answer callers--- inquiries, responds to requests for support quickly and effectively
  • Responsible for interviewing , hiring, training, developing, advancing, and managing performance of direct reports; Builds buy-in and commitment to promote employee support for tactical and strategic objectives and initiatives
  • Manages and holds team accountable to meet performance objectives and ensure adherence to HIPAA and data/information security compliance protocols
  • Shares responsibility and accountability to the center level performance objectives relating to:-- Employee Engagement and Patient Satisfaction Results vs. GoalsKnowledge, Skills and Abilities:
    • Knowledge and understanding of organizational policies, procedures and systems
    • Knowledge of basic operations, tools, and resources related to internet and social media
    • Demonstrates good judgment in handling situations not covered by written or verbal instructions
    • Communicates clearly and effectively both verbally and in writing
    • Demonstrates the ability to manage daily, weekly, and monthly tasks for self and assigned team------Qualifications Education and Experience:
      • 3+ years experience with scheduling, insurance plans, physician offices or related environment.--
      • 3+ years experience with customer service.
      • Bilingual is required/Spanish & EnglishPreferred Experience:
        • 1+ years experience with supervision of over 10 employees------

          Company Description:

          HCA Healthcare is a collaborative healthcare network, driven by physicians, nurses and colleagues helping each other champion the practice of medicine to give people a healthier tomorrow. With a comprehensive network of more than 270,000 people across approximately 1,800 care facilities, our scale enables us to deliver great outcomes for our patients, provide superior nursing care and be a preferred place for physicians to practice medicine. We never stop in our pursuit of insights and care advances based on the knowledge and data we gain from approximately 30 million patient encounters a year. Every day, we raise the bar to improve the way healthcare is delivered, not just in our facilities, but everywhere. We---re committed to improving more lives in more ways, and above all else, we are committed to the care and improvement of human life.

Keywords: HCA Healthcare, Fort Myers , Customer Service Supervisor, Hospitality & Tourism , Fort Myers, Florida

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