Supervisor - Customer Navigation Center
About The Position
The Supervisor manages Customer Navigation Center staff and balances work queues. This role serves as a subject matter expert on HonorHealth 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, the Supervisor provides first-line staff management, monitors center performance, supports process improvement and training, and oversees service quality and customer complaint resolution. The role also assists with departmental planning, budgets, reporting, policies, systems strategy, change management, incident management, and quality improvements. It promotes innovation and marketing initiatives, assigns project resources, escalates issues to help achieve milestones, and aligns with training staff to ensure systems operate effectively and reliably. Other duties may be assigned.
Requirements
- Associate degree or two years of work-related experience required.
- At least 3 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.
- At least 5 years of experience as a lead or supervisor in a contact/call center, customer service environment, or healthcare setting preferred.
Responsibilities
- Manage Customer Navigation Center staff and balance work queues.
- Serve as a subject matter expert for HonorHealth medical group practices, community specialists, and medical centers.
- Build relationships across the network to optimize business performance, identify business opportunities, provide customer care, coordinate care for existing patients, and support in-network referrals and appointments.
- Provide first-line staff management, including hiring, interviewing, disciplinary actions, terminations, training, work assignments, project plans, scheduling, career development, mentoring, coaching, performance goal setting, and reviews.
- Monitor Customer Navigation Center performance and recommend process improvements and coordinator training needs.
- Perform quality assurance on incidents and requests to identify coaching opportunities.
- Handle, document, and elevate customer service complaints; prioritize and respond promptly according to severity; recognize service-recovery opportunities and act to 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 or obtain services from HonorHealth.
- Assign resources to projects and serve as an escalation point to support achievement of project milestones.
- Coordinate with Customer Navigation Center training staff to help ensure systems operate effectively and reliably.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
