Patient Experience Lead

4 days ago


Bodega, California, United States Boutique Recruiting Full time
Job Overview

We are seeking an experienced Patient Experience Lead to join our team at Boutique Recruiting in Brisbane, Australia. This role will involve leading the customer service department and contributing to organizational design and development.

">Responsibilities
  • Operational Leadership: Effectively support and drive operational results, lead the team through changes and new initiatives, and provide effective coaching and performance management.
  • Service Excellence: Meet and exceed service measurements, quality standards, and customer service expectations.
  • Process Improvement: Supports organizational initiatives, drives consistency in processes, and participates in projects outside standard job responsibilities.
  • Clinical Site Support: Assure patient care service is being delivered consistent with the organization's mission and goals, and supports clinical sites and works collaboratively with Area Managers and Site Administrators.
  • Strategic Planning: Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards.
  • Quality Assurance: Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, and managing system and process improvement and quality assurance programs.
  • Human Resource Management: Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Requirements
  • Management Experience: Minimum of five years of Management/Leadership experience in a medical call center environment.
  • Patient Care Management: Minimum of three years' experience as a Patient Care Manager or equivalent.
  • Education: Bachelor's Degree in a related field preferred.
  • Performance Results: Proven track record of delivering strong performance results.
  • Team Building: Ability to build and foster a high-performance team environment.
  • Coaching and Mentoring: Ability and desire to coach and mentor others.
  • Interpersonal Skills: Strong interpersonal skills and influencing skills.
  • Bilingualism: Bilingual - English/Spanish preferred.
  • Contact Center Technology: Experienced with modern contact center technology.
  • Communication Skills: Excellent communication skills and interpersonal skills.
  • Problem-Solving: Ability to problem-solve and to think tactically and identify significant success factors.


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