Contact Center Supervisor, Amazon One Medical Customer Care
- Oversee daily operations of the inbound, outbound, and administrative (back office) centralized patient support center.
- Foster a positive team experience through onboarding, training, performance feedback, coaching, learning opportunities, and career development.
- Manage a team of 15+ specialists and prepare performance reports by collecting and analyzing their data for coaching and feedback.
- Audit team interactions for quality and compliance, providing feedback to improve patient interactions.
- Lead team meetings, share important updates, and drive key performance indicators (KPIs) to ensure patient satisfaction and continuous access to care (CSAT/NPS).
- Assist in setting weekly, monthly, and quarterly goals and action plans for the team.
- Monitor performance to identify and resolve operational issues, improving overall efficiency.
- Ensure patients have an exceptional experience by providing timely access to care, handling pre- and post-visit tasks, messages, calls, and resolving issues smoothly.
- Build an engaged team by effectively communicating using the CICARE framework and Amazon Leadership Principles to meet patient and team experience goals.
- Minimum of 1 years of experience leading customer or patient-facing teams OR 3+ years of in-depth back-end administrative experience in a patient-centered role within a multi-state primary healthcare company
- Ability to work varying shifts based on business needs, including nights, weekends, and holidays, to support 24/7 operations.
- Proficient with Microsoft Suite and Google Suite applications.
- 2+ years of experience managing a high-volume contact center.
- Strong understanding of technology, software, and tools, including experience with IVR systems such as Nice-InContact.
- Experienced in navigating complex national markets and working within matrix healthcare organizations.
- Deep knowledge of region-specific healthcare systems with excellent written and verbal communication skills.
- Able to stay calm and composed to effectively resolve patient issues with minimal friction.
- Exceptional customer and patient service skills focused on delivering high-quality care.
- Proven ability to build collaborative team dynamics that foster a supportive and engaged culture.
- Skilled in talent development through mentorship, coaching, feedback, goal setting, and accountability.
- Demonstrated success in leading change management initiatives and driving process improvements.
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