Supervisor - Customer Navigation Center

HonorHealth • Phoenix, AZ

21h • Onsite

About The Position

The Supervisor manages Customer Navigation Center staff and balances work queues. The role serves as a subject matter expert on HonorHealth’s medical group practices, community specialists, and medical centers. The supervisor builds relationships across the network to optimize business performance, identify business opportunities through next-best-action methodology, provide customer care, coordinate care for existing patients, and support in-network referrals and appointments.

Under the department manager’s guidance, this position provides first-line staff management, monitors performance and quality, addresses customer service issues, and supports department budgets, policies, planning, and quality enhancements. The supervisor also promotes innovation and marketing initiatives, assigns project resources, tracks project milestones, and works with Customer Navigation Center training staff to ensure systems operate effectively and reliably.

The position is based at HonorHealth’s Deer Valley location in Phoenix, Arizona. The schedule is Monday through Friday, with an eight-hour day shift scheduled between 7:00 a.m. and 5:30 p.m.

Requirements

• Associate degree or two years of related work experience required.
• Three years of experience as a lead or supervisor in a contact/call center, customer service environment, or healthcare setting required.

Nice To Haves

• Associate degree preferred.
• Five years of experience as a lead or supervisor in a contact/call center, customer service environment, or healthcare setting preferred.

Responsibilities

• Provide first-line management to staff, including hiring, interviewing, disciplinary actions, terminations, training, work assignment, project planning, scheduling, career development, mentoring, coaching, performance goal setting, and reviews.
• Monitor Customer Navigation Center performance and recommend process improvements or coordinator training needs.
• Perform quality assurance reviews of incidents and requests to identify coaching opportunities.
• Handle, document, and escalate customer service complaints; prioritize and respond to customer needs based on severity; identify service-recovery opportunities and resolve issues.
• Assist with department budgets, reporting, policies, processes, procedures, standards, systems strategy, departmental planning, change management, incident management, and quality enhancements.
• Promote innovation and marketing initiatives that make it easier to do business with HonorHealth or obtain its services.
• Assign resources to projects and serve as an escalation point to help ensure established project milestones are achieved.
• Coordinate with Customer Navigation Center training staff to help ensure systems operate effectively and reliably.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree