Customer Experience Center Lead

Banner Health•Mesa, AZ

1d•$24 - $35•Remote

About The Position

This lead-level position supports an assigned Customer Experience Center (CEC) functional area and its leadership team, serving as a resource for contact center agents. The role helps build partnerships with other departments while prioritizing customer needs, performs the department’s core duties as needed, and trains, coaches, and provides feedback to employees. It uses a broad understanding of customer engagement strategies to support quality, monitor ACR and other customer satisfaction goals, and help deliver an easy, empathetic, and differentiated customer experience. The lead works in a fast-paced contact center serving patients and other internal and external customers. The role provides real-time floor support, answers questions, assists with complex situations and escalations, and helps agents follow department procedures. It also supports quality assurance, training and continued employee development, and uses department-specific software systems. Communication with customers may take place by phone, chat, email, electronic messaging, and other digital channels.

Requirements

High school diploma, GED, or equivalent working knowledge.
Typically three years of experience in a contact center, customer care environment, or healthcare.
Ability to think critically in stressful situations.
Effective written and verbal communication skills.
Strong computer skills and functional knowledge of systems and applications.
Ability to use technology tools to research information and respond accurately to customer inquiries through incoming calls, email, and instant messaging or chat.
Professional, solutions-oriented, and service-oriented demeanor.
Demonstrated customer service ability and knowledge in a fast-paced contact center environment.
Ability to maintain a positive and helpful attitude with customers, providers, and clinic operations.
Excellent organizational and time-management skills and ability to provide timely, accurate information on a variety of benefit-oriented subjects.

Nice To Haves

Prior experience as a lead in a similar healthcare or customer care environment.
Additional related education and/or experience.

Responsibilities

Train, monitor, and coach contact center agents to deliver an easy, empathetic, and differentiated patient experience.
Identify opportunities to improve call flow and agent performance; provide coaching and development to help agents meet department requirements.
Receive and initiate calls with internal and external customers, answer agent questions, assist with complex scenarios, and escalate issues to leadership when appropriate.
Support the department’s quality assurance and auditing processes to meet organizational standards and provide a strong customer experience.
Perform the department’s core duties as needed based on business needs, call volumes, or demand, and support use of functional-area software systems.
Serve as a subject matter expert on department procedures and guidelines; provide customers with information, instructions, directions, and answers, and refer questions to medical offices or department leaders as appropriate.
Provide real-time support and floor oversight, including helping agents diffuse escalations, address complex situations, and resolve problems.
Communicate with customers through written, digital, and verbal channels, including phone, chat, email, and electronic messaging; anticipate customer needs and respond accordingly.
Facilitate new-hire training and continuing education, and support onboarding and peer-to-peer coaching in and outside classroom settings.
Provide supervisors with feedback about training opportunities and support agent learning, performance improvement, and development.
Build relationships with internal and external customers and partner with peers and other departments to improve the patient experience.
Remain capable of performing all agent functions, roles, and responsibilities in the assigned area.