At BayCare, we are proud to be one of the largest employers in the Tampa Bay area. Our network consists of 16 community-based hospitals, a long-term acute care facility, home health services, outpatient centers and thousands of physicians. With the support of more than 30,000 team members, we promote a forward-thinking philosophy that’s built on a foundation of trust, dignity, respect, responsibility and clinical excellence.

Summary:
Responsible for the daily supervision of Customer Service Center Specialists in a 24/7 health care environment. Manages a large team consisting of customer service agents and team lead positions. Responsibilities include operational leadership, project management, training and education and supporting growth initiatives related to access. Works in partnership with all system marketing management to support all regional and system-wide marketing initiatives. Responsible for the strategic planning and on-going development of all quality assurance programs and team member performance. Develops and maintains relationships with service line management and key clients. Responsible for data reporting, scheduling, knowledge management, customer engagement utilizing various platforms (i.e., CRM, chat, social media, web), agent/team KPIs, proactive team development initiatives, and identify ways in which customer service and customer satisfaction can be enhanced.

Minimum Qualifications:

Other information:
Required Experience: 5 years of customer service experience. 2 years supervisory, lead or coordinator experience and 4 years of Contact Center experience OR 2 years of healthcare leadership experience and 3 years working in a physician or ambulatory clinic setting.
Education:
Essential:
* HS Graduate or Equivalent GED
Nonessential:
* Associates Degree


Education equivalent experience:
Essential:
* Required - High School or Equivalent; Preferred - Associates - Related Field
Nonessential:
* Required - High School or Equivalent; Preferred - Associates - Related Field

BayCare Health System, Access Center-BMGS

Location: Concourse Ctr

Status: Full Time, Exempt: Yes

Shift Hours: 8am - 5pm

Shift: Shift 1

Shift 1 = Days, 2 = Evenings,  3 = Nights,  4 = Varies

Weekend Work: None

On Call: No

How often will this team member be working remotely? Hybrid

Equal Opportunity Employer Veterans/Disabled