Responsibilities

**What You Will Do**

Provide supervision and operational oversight, including hiring, evaluating, coaching and training of Customer Information, Concierge and Screening Support staffs to assure efficiency and ensure the delivery of high level customer service to all callers, patients, physicians and staff and visitors in a manner consistent with our mission and goals.

**Required Qualifications**

* H.S. Diploma or Equivalent

* 2 Years Experience in high-contact customer service position, preferably in a call center environment or concierge setting.

* Experience in dealing with multiple demands simultaneously and under pressure.

**Preferred Qualifications**

* Bachelor's Degree or equivalent.

**Essential Functions**

* Accurately prepares correspondence

Composes correspondence, memos, presentations, flyers, spreadsheets and other documents as requested. Drafts complex documents from abstract ideas and general information.

Researches and gathers data from various sources and generates special projects/reports/summaries. Report generation may involve analyzing statistics and preparing spreadsheets, databases or other documents.

Proficient in the use of computer applications to complete documents/work assignments.

Navigates the Sharp Intranet site.

* Communication

Demonstrates commitment to positive communication and continuously demonstrates a positive and professional attitude to all internal/external customers, staff and physicians.

Exemplifies professionalism and provides courteous assistance when greeting all customers, staff and physicians.

Demonstrates strong ability to remain serene during conversations with indignant customer, staff or physicians and initiates decisions for resolution.

Communicates effectively and professionally with all levels of employees on complex or sensitive topics.

Consistently demonstrates, exhibits and promotes the Sharp Behavior Standards and "Must Haves".

Conveys complex ideas clearly and efficiently by using good clear and concise oral and written communication.

Acts as liaison between department and various vendors used to provide interpretation services, communication services, as well as during disaster drills.

* Demonstrates initiative and flexibility

Arranges, prepares and plans for productive meetings.

Participates in problem identification and solution utilizing the Just Culture algorithm.

Strategically evaluates the needs of the customer and make recommendations for service enhancement.

Provides timely follow-through on paperwork, scheduling and messages.

Volunteers to help out others as needed.

Develops standardized practices and policies.

Creates a team spirit and pride in the department.

* Department efficiency and effectiveness

Maintains organized and orderly work areas throughout department.

Orders supplies, forms, equipment, and maintains stock as need.

Completes requisitions, work orders and obtains necessary authorizations.

Manages and operates equipment safely and accurately including troubleshooting and calling for maintenance (e.g. fax, copier, printer).

Manages department resources e.g. keys, signage, badges, phones, parking permits, per guidelines.

Arranges for additional resources (per diem staff) to cover vacations, leaves of absences and/or variable workloads and provides supervision/direction.

Coordinates office moves, space modifications (including ergonomic evaluations), computer access, and system upgrades.

Maintains physician directory located within UA5200 or equivalent to ensure department efficiency.

Maintains disaster phones, orders replacement translation phones, pagers, etc.

* Human resource management

Interviews, hires, trains, initiates coaching of staff as needed.

Covers staff shortages when an alternative replacement is not available.

Completes employee performance evaluations during the required time period.

Ensures quality and quantity of work by operators.

Maintains effective communication within the Customer Information Center.

Maintains dependable productivity 24 hours a day and within productivity targets.

Assists in budget development and management.

* Leadership

Identifies problems and resolutions; utilizes Service Recovery tools appropriately.

Rounds with purpose using AIDET.

Collaborates with other Sharp entity call centers in sharing and implementing best practices.

Utilizes the Just Culture algorithm and appropriate resources when problem solving.

Develops pay-period schedules and monitors attendance and API entries. Approves timecards in a timely manner.

Participates in various committees representing the department and manager when needed.

Collaborates with Sharp Health Leadership to ensure excellent customer service and quality is provided to all patients and families.

**Knowledge, Skills, and Abilities**

* This position requires the ability to think and act independently, demonstrate excellent customer service and problem-solving skills.

* Have the ability to develop recommendations to address areas in need of improvement.

* Have the capability to communicate well verbally, using appropriate grammar and professional conversational skills.

* Has the ability to relate quickly and confidentially to callers.

* Working knowledge of Microsoft software products and typing skills required for data entry, patient lookup, and documentation.

* Familiarity with Cerner, GE Centricity/IDX patient look up programs preferred.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class

Bachelor's Degree; H.S. Diploma or Equivalent **Sign up for job alerts.**

Set your parameters to automatically receive alerts when we post new jobs that fit your skills, interests and experience.