Senior AERO Services Sales Director
Switzerland Global Enterprise
Patient Engagement Manager
Tenet Healthcare
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $64,168 - $96,262 per year
Job Level
Mid-LevelSenior
About the role
- Review call statistics, staffing models and reporting to assist with capacity planning, optimization, and performance management. Expected to make recommendations to the Director regarding necessary adjustments to procedures or staffing to ensure excellent customer service and operational objectives are met or exceeded.
- Communicates with internal client management team and external clients; receiving and documenting any concerns or questions in regard to departmental procedures and quality of service.
- Exercise leadership and motivate supervisors and team members to incorporate vision, strategic planning, and elements of quality management into the full range of the department's activities; encouraging creative thinking and innovation; influencing others toward a spirit of service; implementing new or cutting-edge programs/processes
- Responsible for assisting the supervisors with meeting department service level requirements. Lead the continued improvement of all quality and training programs for department. Manage workflow, project calendar, and timelines
- Work closely with clients, emerging team members and management through side-by-side review and coaching. Review, research, and respond to Issues Logged, emails, and or phone calls by facility representatives, on a daily basis as the Subject matter expert. Respond in a timely manner in accordance with established service deliverables
- Oversees departmental policies, practices, procedures, and work rules according to approved department and hospital policies and assists in developing and implementing new policies according to hospital and corporate guidelines.
- Maintains and coordinates daily team huddles to sustain a culture of collaboration, staff appreciation and ongoing communication, ensuring supervisors and representatives are set up for success.
Requirements
- High school diploma or GED
- 5-7 years of experience in contact center environment
- 3-5 years of experience in healthcare industry, customer service industry and contact center operations management
- Experience with managing a remote workforce in a 24/7 operation
- Experience with Business to Consumer Marketing
- 2–4-year college degree
