Customer Service Performance Coach

Role Purpose 

The Customer Service Performance Coach is responsible for improving the effectiveness, consistency, and quality of customer service execution across patient-facing service teams. This role focuses on coaching behavior, reinforcing standards, and driving measurable improvements in resolution efficiency, patient experience, and cost-to-serve. 

This role operates in close partnership with functional managers to support coaching, skill development, and execution discipline, ensuring defined processes and standards are consistently translated into frontline performance. 

Scope of Influence 

• Customer Service teams supporting patient-facing operations 

• Service interactions tied to billing, coverage explanations, delivery coordination, scheduling, payments, and general patient inquiries 

• Escalation handling and repeat-contact reduction 

• Script, knowledge-base, and policy adoption 

• Cross-functional handoffs that materially impact service volume, quality, and patient experience 

Core Responsibilities 

Performance Coaching 

• Deliver consistent 1:1 and team-based coaching grounded in call reviews, case audits, and performance data 

• Diagnose performance issues by separating skill gaps, knowledge gaps, process gaps, and tooling gaps 

• Coach to approved scripts, coverage explanations, payment-path conversations, and escalation protocols 

• Support functional managers by reinforcing coaching frameworks and providing targeted performance insights 

• Reinforce execution discipline across high-volume, high-variance service interactions 

Quality & Standards Enforcement 

• Apply and uphold customer service quality standards across calls, cases, and written communication 

• Inspect adherence to approved language, definitions, and workflows 

• Identify root causes of repeat contacts, complaints, and escalations 

• Partner with Training and Performance peers to address systemic knowledge or execution breakdowns 

KPI-Driven Improvement 

• Coach directly to service performance metrics, including but not limited to: 

• First Contact Resolution (FCR) 

• Time to Resolution (TTR) 

• Repeat Contact Rate 

• Escalation Rate 

• Primary service and billing-related call drivers 

• Translate performance data into clear, actionable coaching plans 

• Track behavior change and performance movement over time 

Cross-Functional Feedback Loop 

• Identify upstream drivers of service demand related to billing, delivery, scheduling, eligibility, and communication failures 

• Partner with RCM, Logistics, Clinical Ops, Product, Training, and Performance Analytics to reduce avoidable service volume 

• Provide structured, evidence-based feedback to leadership and functional owners on systemic breakdowns impacting service and patient experience 

Tools & Systems 

• Call recording and quality assurance platforms 

• CRM and case management systems 

• Knowledge base and script repositories 

• Performance dashboards and reporting tools 

• Patient communication platforms (phone, SMS, email) 

Required Experience 

• Experience coaching or enabling customer service, contact center, or patient support teams 

• Demonstrated ability to evaluate call quality and coach behavioral improvement 

• Experience operating in regulated, process-driven environments preferred 

• Proven ability to use performance data to drive sustained execution improvement 

Core Competencies 

• Root cause analysis 

• Behavioral coaching and inspection 

• Pattern recognition across quality, volume, and outcomes 

• Clear, precise communication 

• Comfort operating in complex, cross-functional environments 

Measures of Success 

• Improved consistency and quality of customer service interactions 

• Reduction in repeat contacts and preventable escalations 

• Measurable improvement in service KPIs tied to coached behaviors 

• Increased adoption of approved scripts, standards, and workflows 

• Clear reduction in avoidable service demand driven by upstream issues 

Role Orientation 

This role is hands-on, performance-focused, and execution-driven. Success is defined by sustained improvements in how customer service work is performed, in partnership with functional leadership and management.