All the benefits and perks you need for you and your family:
· Benefits from Day One for FT/PT positions
· Paid Time Off from Day One for FT/PT positions
· Paid Parental Leave for FT/PT positions.
· Student Loan Repayment Program for FT/PT positions
· Career Development
· Whole Person Wellbeing Resources
· Mental Health Resources and Support
· Debt-free Education (Certifications and Degrees without out-of-pocket tuition expense)
Our promise to you:
Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.
Schedule ; Full-time - Monday - Friday 9:30 am to 6 pm (Alternate Rotation on Saturdays 8 am to noon)
Must be flexible with work hours.
Location: 5101 S. Willow Springs Road, LaGrange IL 60525
The role you’ll contribute: In partnership with management and other leaders, the Supervisor will oversee daily operations and specific administrative functions of centralized service line(s) within the centralized Consumer Experience Center (CxC). The Supervisor will assist with frontline service delivery and serve as the first point of contact for any employee-related concerns. The supervisor serves as a mentor and role model to frontline staff and will be readily available to provide team members with the tools and training needed to meet established service goals. In addition to supporting employees and direct service delivery, the Supervisor will act as a single point of contact for initial communication with interdependent functions within the CxC. As such, they are responsible for facilitating bidirectional communication between frontline staff, other CxC functions, and leadership. In addition to assisting with these functions, the Supervisor may be responsible for managing staff schedules, approving leave, and assisting with payroll, among other functions; there may be instances when this position is requested to perform additional duties on behalf of the Manager.
Because the CxC is a technology-dependent department, the Supervisor must demonstrate competence to operate across various technology platforms. The Supervisor must exhibit strong dedication to providing outstanding customer service, accept responsibility for maintaining relationships that are equally respectful to all, and ensure the delivery of a highquality service that consistently meets established performance indicators within a rapidly growing centralized enterprise.
The value you’ll bring to the team:
· Demonstrate through behavior UCM AdventHealth’s mission, vision, values and service standards as outlined in the organization’s Whole Care Experience training.
· Create an environment that assures the productivity, performance, and well-being of each employee in the department.
· Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives.
· Participate in the ongoing development and optimization of CxC operations; ensure performance is aligned with organizational goals.
· Collaborate with the market and/or functional areas for the continued partnership and improvement of CxC services.
· Spend significant portion of daily time interacting with CxC associates and supervisors to ensure proficiency on service- and market-specific content.
· Conduct one on one meetings to discuss performance and provide coaching/mentorship, promoting a positive and supporting culture.
· Identify talent development opportunities and create customized learning paths to address individual development requirements.
· Participate in the activation of new or expanded CxC services.
· Maintain competence, oversee, and evaluate centralized support, monitor volume and performance, and assess ongoing training and education needs for the assigned functional area(s).
· Ensure appropriate staffing; maintains a successful recruitment and onboarding process.
· Monitors inbound/outbound call activities and manages escalations; provides oversight for developing and maintaining workflows.
· Manages Contact Center daily productivity, projects and workload balance to ensure that key responsibilities are processed to meet and/or exceed department goals in accordance with Service Level and Organizational Level Agreements.
KNOWLEDGE AND SKILLS REQUIRED:
· Ability to articulate the mission of AH and the CxC
· Experience and proven track record with large-scale change management in a healthcare setting
· Proven team builder with experience in developing organizational culture.
· Proven ability to use data analytics to drive operational, quality, and financial performance in accordance with department and organizational goals.
· Effective at championing a compelling vision and leading by example, guiding teams through difficult transitions.
· Responsive to ever-changing, fast-paced healthcare landscape
· Demonstrated interpersonal, customer relations, and communication skills.
· Ability to lead or facilitate training and education.
· Personal integrity and an ability to work under stress.
· Strong organizational and coordination skills
· Proficiency in Microsoft Suite programs and Adobe
· Technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems.
· Demonstrated ability in successfully collaborating with multiple partners in a matrix environment.
· Strong problem-solving skills, with ability to handle complex scenarios.
· Strong people management skills, with ability to coach and provide support to team members.
· Ability to drive change at professional and cultural level.
· Ability to drive performance improvement by actively scanning for disruptive processes and pursuing partnerships to bolster team’s performance capability.
Qualifications
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.
LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:
· Certified interpreter (Spanish)
SUPERVISORY RESPONSIBILITIES
The Supervisor is responsible for overseeing a team of frontline associates and serving as the first point of contact for all employee-related concerns. The Supervisor is also responsible for completing administrative tasks, such as payroll and scheduling, among other potential functions.
This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances. The salary range reflects the anticipated base pay range for this position. Individual compensation is determined based on skills, experience and other relevant factors within this pay range. The minimums and maximums for each position may vary based on geographical location.
Category: Patient Experience
Organization: UChicago Medicine AdventHealth Great Lakes
Schedule: Full-time
Shift: 1 - Day
Req ID: 24021705
We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability/handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.
