Primary City/State:

Network Support Services Building 2

Category:

Operations

Shift:

Day

Department:

Customer Navigation-Referral Coordination

Great care starts with great people. (Like you.)

At HonorHealth, you’ll find something special. From humble beginnings in 1927 to one of Arizona’s largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most — caring for the health and well-being of people and communities across the greater Phoenix area.

Responsibilities:

Job Summary
The supervisor manages the Customer Navigation Center staff, balancing work queues, serves as subject matter expert for HonorHealth's medical group practices, community specialists and medical centers. The person in this role will build relationships across the network to optimize business performance, identify new business opportunities through next best action methodology, customer care, care coordination of existing patients and support in-network referral and appointments.
Essential Functions

• Under the guidance of the department manager, provide first-line management to staff which includes but not limited to hiring, interviewing, disciplinary actions, terminations, training, work assignment, project plans, scheduling, career development, mentoring, coaching, performance goal setting and reviews.
• Monitor customer navigation center performance and make recommendation on process improvement and/or coordinator training needs. Perform quality assurance on incidents and requests to identify coaching opportunities. Handle, document and elevate customer service complaints. Prioritize and respond promptly based on severity levels to needs of the customer. Proactively recognizes opportunities for service recovery and acts to resolve issues.
• Assist with department budgets, reporting, establishment and enforcement of policies, processes, procedures, standards, systems strategy, departmental planning, change management, incident management and quality enhancements.
• Promote innovation and marketing initiatives that make it easier to do business with and/or obtain services from HonorHealth.
• Assign resources to projects and acts as escalation point to ensure achievement of established project milestones. Align with customer navigation center training staff to ensure systems operate effectively and reliably.
• Performs other duties as assigned.

Education

• Associate's Degree - Preferred
• Associate's Degree or 2 years' work related experience - Required

Experience

• 3 years of experience as a lead/supervising in a contact/call center or Customer Service Environment or Healthcare Setting - Required
• 5 years of experience as a lead/supervising in a contact/call center or Customer Service Environment or Healthcare Setting - Preferred

Licenses and Certifications

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