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 supporting a service oriented workforce and culture. Responsible for the direct supervision of Customer Communications Department Coordinators, Leads, Specialists and Information Desk Clerks in a 24/7 environment across BayCare Health Systems. Performs routine assessments to ensure alignment and focus on world-class customer service, emergency response and team member engagement. Collaborates with Department Leadership on strategic planning and on-going development of workforce optimization, quality assurance and team member performance. Monitors team communication, performance goals, and patient access-related metrics. Identifies ways in which customer service and employee satisfaction can be continuously enhanced. Ensures staffing needs are consistently met. Assists with special projects and other duties as assigned.

Minimum Qualifications:

Other information:
Required Experience is: 6 years in Customer Service and 4 years in a Contact Center or Medical Concierge and 3 years in a Lead Role in a Related Field. Preferred Experience is: 1 year Healthcare related field; 1 year NICE Suite. Required Skills also include: Tact & Diplomacy.
Education:
Essential:
* HS Graduate or Equivalent GED
Nonessential:
* Associates Degree
* Associates Degree

Education specialization:
Nonessential:
* Healthcare Informatics
* Business

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

BayCare Health System, Customer Communications-HSS

Location: BayCare System Office West

Status: Full Time, Exempt: Yes

Shift Hours: 8:00 a.m. to 4:30 p.m.

Shift: Shift 4

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

Weekend Work: Occasional

On Call: Yes

How often will this team member be working remotely? Never

Equal Opportunity Employer Veterans/Disabled