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.
WHAT IS EXPECTED (ESSENTIAL FUNCTIONS)
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.
KNOWLEDGE, SKILLS AND ABILITIES
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