Customer Engagement Leader for Patient Satisfaction
5 days ago
Carson Tahoe Health is a not-for-profit healthcare system with 240 licensed acute care beds, fully accredited by the Center for Improvement in Healthcare Quality (CIHQ). Located in North Carson City, we serve a population of over 250,000 and feature two hospitals, two urgent cares, an emergent care center, outpatient services, and a provider network with 19 regional locations.
Role OverviewWe are seeking a highly skilled Customer Engagement Leader to join our team. As a key member of our leadership team, you will be responsible for leading a team that focuses on delivering exceptional patient service through inspiration and engagement. This role emphasizes enhancing patient satisfaction, overseeing scheduling and authorization processes, driving process improvements, leveraging technology to optimize operations, and ensuring compliance with healthcare regulations.
Key Responsibilities- Lead a team through a supportive, customer-obsessed, and high-performing culture.
- Foster a culture of continuous improvement, encouraging team members to contribute to ideas for enhancing workflows and service delivery.
- Conduct regular performance evaluations, provide constructive feedback, oversee hiring, training, and staff recognition. Manage staff schedules and ensure adequate coverage to meet business needs.
- Lead call quality and process auditing efforts that support optimal patient experience delivery and address patient dissatisfaction.
- Create and update resources for the team that provide accurate and up-to-date information. Communicate effectively to ensure understanding.
- Oversee all call center activities, including scheduling patient appointments and managing authorization requests.
- Collaborate with internal and external stakeholders to optimize efficiency and ensure patients receive necessary care without delays.
- Identify opportunities for process improvements, partner with stakeholders as necessary, implement changes, and document procedures and processes.
- Leverage technology to streamline operations, improve scheduling/access, and enhance customer interactions.
- Ensure adherence to company policies, healthcare regulations, and best practices in daily operations.
- Prepare and present regular business reports to track and measure progress leading to business success.
- Utilize data analytics to drive decision-making and improve engagement and operational initiatives.
- Three years' experience in healthcare and two years' experience in staff supervision or leadership role.
- Experience with training, demonstrated success with projects, process improvements, and problem resolution.
- Experience with customer engagement systems and software, i.e., call center systems, cloud contact center, CRM, quality monitoring systems, and Epic.
- No state income tax.
- Medical, dental, vision, FSA, telehealth.
- Paid time off, mental health, and volunteer days.
- 100% vested 401(k) & Roth with company contribution.
- Tuition reimbursement.
- Referral bonuses.
- On-site education & certification programs.
- Base wage increases for relevant advanced degrees.
- Free Calm app subscription.
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