Team Lead, Patient Experience and Call Center Operations in Wakefield, Rhode Island at South County Hospital

Job Summary:

Performs various duties in support of enhancing the patient experience at South County Health. Supervises daily operations and activities of representatives in the hospital’s call center and front desk, ensuring the highest level of customer service is provided to patients, visitors and staff both in-person and via telephone.

Responsibilities:

• Interviews candidates for call center and front desk positions and makes recommendations for hiring staff to fill open positions.
• Ensures new employees have the appropriate amount of training and orientation to fulfill their duties.
• Assists with onboarding and training for the volunteer program.
• Develops and maintains employee schedules.
• Establishes call center and front desk customer satisfaction and service quality goals.
• Implements plans meant to improve operational efficiency and effectiveness.
• Monitors and evaluates staff members through careful and regular assessment to improve performance.
• Analyzes, reports on, and resolves issues that negatively impact patient and staff experience.

Reports to: VP/CIO and Director, Patient Experience & Volunteer Services

Direct Reports: Front Desk and Telecommunications Representatives

• High School Graduate or equivalent, some college preferred.
• Computer skills required.
• Previous Customer Service Experience

Success Factors:

• Strong commitment to the delivery of customer-focused quality care.
• Multitasking ability to handle busy service area.
• Ability to communicate effectively with a diverse group of people using interpersonal and organizational skills.
• Ability to organize, prioritize, and accomplish projects and tasks.
• Professional presentation