Overview

Responsible for establishing customer service objectives and supervising Customer Service Representatives (CSRs) and Patient Advocates. Reviews the department’s daily operations and performance and implements appropriate measures to improve efficiency and productivity. Ensures that department staff perform job duties in compliance with GRHC policies. Assists Customer Service Director and executes any directives given by the Director.

Responsibilities

• Serves as a resource for patients and GRHC departments. Supports staff needs in regard to equipment, supplies, and organizational events.
• Monitors staff performance and identifies areas of improvement to increase overall productivity and achieve desired performance levels.
• Works closely with HR to meet departmental goals and objectives in hiring, performance evaluations, and turnover. Executes position interviews when needed.
• Assists the Department Director in developing and maintaining operational and capital budgets. Performs directives as given and fills in for Director when necessary.
• Evaluates, audits, and updates operational systems and processes to improve efficiency and ensure satisfactory outcomes of the department.
• Provides CSRs with training and techniques to expand their knowledge of services, and supports new training initiatives.
• Arranges schedule changes and adjusts processes for the department to fit patient needs and services.
• Provides support to CSRs during times of high volume, urgent deadlines, or absentees.
• Travels to other GRHC clinics, Komatke Health Center (KHC) and Red Tail Hawk (RTH), as needed.
• Conducts administrative duties, including monthly staff meetings, and other activities as required.

Qualifications

• High school diploma or GED required.
• 5 years of customer service experience preferred.
• Valid driver’s license required. Must pass GRHC motor vehicle background to drive organization’s vehicles.
• Must have or be able to secure a valid CPR Certification within 6 months from Date of Hire.
• Knowledge of Gila River and Ak-Chin Indian Community and services offered by GRHC.
• Ability to communicate in Pima language preferred.
• Exceptional communication, interpersonal, and customer service skills.