Baylor Scott & White Health Lead, Customer Service Center; FT in Temple, Texas

Customer Service Center - Lead


CorpSv Cust Sv Ct Hospitality


Provides guidance and leadership to staff for daily activities and assigns projects or tasks as appropriate. Serves as a subject matter expert, monitors daily workflow, provides support for project implementation, assists with schedules, monitors departmental reports, provides insight on staff engagement and brings issues of concern to management.


Supports day-to-day operations by providing direction to teams on how to best facilitate problem resolution for the customer; serves as a point of call escalation for the team and functions as a resource for staff in the absence of a supervisor.

Provides leadership for and coaches staff: supports standard processes, huddles and team building within the service center; provides weekly status reports to the supervisor, identifying areas for improvement.

Provides front line customer support by monitoring the dispatching of patient transporters to ensure the needs of all patients are met; manages the workflow and assignments for patient transporters; dispatches when needed.

Monitors the dispatching of Security and is responsible for dispatching Security when needed; ensures all calls are responded to in a timely manner and the needs of the caller are met.

Performs advanced level administrative tasks in support of department and division activities.

Leads or participates in projects in support of the department and/or division.

Creates, prepares, edits and presents reports to department and other division leadership providing information on dispatching and other reportable activities.

Performs other position appropriate duties as required in a competent, professional and courteous manner.


Associates degree in a related field preferred

Experience in customer service required

Supervisory experience preferred

Experience in training and coaching staff preferred

Previous healthcare experience preferred.

Proficiency with the Microsoft Office Suite of software

Excellent customer service skills

Ability to handle difficult situations; providing conflict resolution if necessary

Ability to be successful in a stressful, fast-paced environment

Ability to read and write in the English language

Ability to comprehend instructions, correspondence, memos and other forms of verbal and written communications

Job Family: Support Services