The Navigation Center Supervisor is responsible for supervising customer service staff and monitoring their performance, while providing excellent service to our Patient, Families and Providers.They are responsible for the day to day operations of the Navigation Center, which includes training staff, staff assessments, shared department budgets and goal attainment. Accountable for standard work processes to ensure quick response to our customers, in a polite, empathic and professional voice and manner.Track and monitor department performance and KPI's.
Essential Functions and Responsibilities of the Job
Deliver the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers, Staff and Colleagues.
Prioritize service and customer experience within each interaction.
Ensure unforgettable guest experiences through unmatched service.
Demonstrates strong guest-focused engagement over the phone, email, and chat.
Demonstrates effective communication, interpersonal, written and verbal skills.
Communicates between the Director, Staff, and other departments to resolve issues.
Acts as a resource and provides ongoing coaching and support for all staff.
Strong organizational skills.
Must be able to multi-task and maintain a calm demeanor.
Must possess problem resolution and follow through skills.
Knowledge of managed care and the business segments.
Knowledge and ability to schedule reservations for patients/family.
Knowledge of report building and presenting to the Leadership Team.
Be at work and be on time, available to lead a dynamic team that supports a 24x7 operation.
Follow company policies, procedures and directives.