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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing customer service teams, ensuring efficient operations and high-quality service delivery. Proficient in employee coaching, performance evaluation, and compliance with HIPAA regulations.
Highest-signal resume keywords
Customer Service ExperienceEmployee CoachingPerformance EvaluationHIPAA ComplianceCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Excellent Communication SkillsCoachingConflict ResolutionTeam MotivationPerformance Management
Certifications & Qualifications
One Year Certificate from College or Technical SchoolBA Preferred
Industry Keywords
Healthcare SettingCall Center OperationsProcess ImprovementEmployee RelationsConfidentiality
About the role
Key responsibilities & impact- Provides daily directions and communication to employees so that the customer service calls are answered in a timely, efficient and knowledgeable manner.
- Provide continual evaluation of processes and procedures.
- Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
- Provide statistical and performance feedback and coaching on a regular basis to each team member.
- Write and administer performance reviews for skill improvement.
- Provide support for employees by providing appropriate coaching, counseling, direction and resolution.
- Ensure employees have appropriate training and other resources to perform their job.
- Respond to and resolve employee relations issues expressed by team members.
- Create and maintain high quality work environment so team members are motivated to perform at their highest level.
- Address disciplinary and/or performance problems according to company policy.
- Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
- Assist manager with daily operation of call center to include development, analysis and implementation of staffing and training.
- Work as a member/leader of special or on-going projects that are important to area/process improvement.
- Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.
- Establish work procedures and processes that support company and departmental standards, procedures and strategic directives.
- Communicate with upper management regarding department or employee concerns.
- Complying with company regulations regarding HIPAA, confidentiality, and private health information.
Requirements
What you’ll need- One year certificate from college or technical school; or one year to 18 months related experience and/or training; or equivalent combination of education and experience; BA preferred
- 3-5 years customer service experience required; preferably within a healthcare setting
- Excellent communication skills, both verbal and written are required.
Benefits
Comp & perks- Health insurance
- Paid time off