Supervisor - Consumer Center

Our Promise To You

Joining Advent Health is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. Advent Health is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose‑minded team.

All while understanding that together we are even better.

• Benefits from Day One:
  Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
• Paid Time Off from Day One
• 403‑B Retirement Plan
• 4 Weeks 100% Paid Parental Leave
• Career Development
• Whole Person Well‑being Resources
• Mental Health Resources and Support
• Pet Benefits

Full time

Day (United States of America)

2590 HEALING WAY

WESLEY CHAPEL

Florida

33544

• Ensures phone staff meet the expectation of delivering high‑quality services in a courteous and friendly atmosphere.
• Schedules staff to provide adequate coverage during all hours of operation using flexible staffing.
• Provides a safe and complete environment for patient care through operational processes, protocols, inventory control, and equipment checks.
• Corrects any known deficiencies in patient care delivery.
• Aids in recruitment, selection, orientation, evaluation of staff, and performance management.
• Supports, oversees, and manages the productivity and performance of the team.
• Provides daily, weekly, and monthly reports to ensure high standards are met.
• Conducts ongoing call review, coaching, and education for contact center representatives.
• Oversees development, implementation, and continuous improvement of standardized processes and metrics.
• Other duties as assigned.

• Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence.
• Required practical knowledge and experience in working with practice management software systems with the ability to direct workflow in order to optimize operations.
• Proficient in Microsoft Office programs (Excel, Word, Outlook, etc.) and technological aptitude to master additional programs and technologies, including CRM, telephony, electronic health records, and other potential systems.
• Knowledge of KPIs and Contact Center Best Practices.
• Ability to work with internal and external partners to improve patient care coordination.
• Responsive to ever‑changing healthcare landscape with demonstrated interpersonal, customer relations, and communication skills, maintaining confidence, confidentiality, integrity, and objectivity.
• Proficient in time management with superior prioritization skills, strong problem‑solving skills, able to handle complex scenarios, and effective at leading by example.
• Demonstrated ability in successfully collaborating with multiple departments and strong organizational and coordination skills.
• Effective communicator in English, both orally and in writing, with the ability to use discretion when discussing confidential personnel or consumer‑related issues.
• Self‑motivator, quick thinker, proactive, detail‑ and results‑oriented with a demonstration of regular, consistent, and punctual attendance.
• Healthcare/Physician Office Scheduling, Contact Center Experience, and Supervisory Experience preferred.
• Working Proficiency in Microsoft Office Applications preferred.

• Associate [Required]

• 1+ of leadership experience in healthcare and/or a contact center environment [Required]
• 2+ of experience in healthcare contact centers, pre‑access, patient access, admissions or hospital business office, or physician practice office [Preferred]
• 3+ experience working as a supervisor, team lead, or analyst in a customer service environment with experience in rapidly shifting procedures and processes [Preferred]
• Currently in a lead position within the department for at least 6 months. [Required]

• An equivalent combination of education and relevant work experience may be considered in lieu of the stated degree requirement:
  
  - Associate’s degree and one (1) years relevant experience; OR
• High School degree and three (3) years relevant experience

• N/A

Physical Requirements -

$21.56 - $40.09

This facility is an equal opportunity employer and complies with federal, state and local anti‑discrimination laws, regulations and ordinances.