Lead for Customer Experience Center

1 week ago


Tucson, Arizona, United States American Healthcare Radiology Administrators Full time

Position Overview

The Customer Experience Center Lead is a pivotal role within American Healthcare Radiology Administrators, responsible for guiding and ensuring the quality of work produced by the team through effective leadership. This position is integral in training and providing expertise across all scheduling applications, serving as a superuser in relevant systems.

Key Responsibilities

  1. Oversee and mentor team members to deliver a seamless and compassionate patient experience, identifying opportunities for improvement in call flow processes.
  2. Utilize innovative thinking to propose solutions for complex processes, supporting quality assurance initiatives to uphold organizational standards.
  3. Act as a representative to perform essential duties of the department based on operational needs, effectively utilizing software systems.
  4. Ensure adherence to established procedures and guidelines, providing customers with accurate information and directing inquiries to appropriate departments when necessary.
  5. Offer constructive feedback to supervisors regarding training needs and provide real-time support to team members in a dynamic call environment.
  6. Communicate effectively through various channels to foster strong relationships with both internal and external customers, anticipating their needs and responding proactively.
  7. Facilitate training for new hires and ongoing education for existing staff, promoting a culture of continuous improvement and development.
  8. Support workflow and provide immediate assistance to contact center agents, serving as a reliable resource for resolving complex issues.

Qualifications

A high school diploma or equivalent experience is required, along with a minimum of three years in a contact center or customer care environment. Candidates should possess strong critical thinking skills, excellent communication abilities, and proficiency in technology tools necessary for effective customer engagement.

Preferred Qualifications

Experience in a leadership role within a healthcare or customer service setting is highly desirable.



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