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Supervisor of Customer Engagement
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Full-time
- This position oversees different areas within the Customer Engagement Center for Renown and Hometown Health.
- Supervising the daily operations and functions of various service areas within the department including Learning and Development, Operator Services, Renown Scheduling, Authorizations, Outreach, MyChart Technical Support and Hometown Health.
- Leaders will work closely with the Learning and Development team to ensure that the Engagement Center meets key performance and quality metrics, such as Call Metrics, Centers for Medicare, and Medicaid Services (CMS) guidelines, HEDIS benchmarks, and various other health system goals and objectives.
- Monitors the work of teams; phone queues, member walk-ins, front desk, email and chat activities, CRM request and daily operations of Engagement Center to ensure a quality customer experience.
- Work with the Learning and Development and forecasting to ensure adequate scheduling of team members to meet dynamic staffing needs as well as quality monitoring goals.
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