[Hiring] Experience Center Supervisor @BJC HealthCare

Role Description

Ready for your next leadership challenge? Lead a team of customer service professionals who help shape the patient experience across BJC. This role offers the opportunity to coach and develop staff, drive operational excellence, and make a meaningful impact in a flexible, primarily remote environment.

Qualifications

• High School Diploma or GED
• 2-5 years of experience
• Less than 2 years of supervisory experience

Requirements

• Responsible for the daily oversight of Experience Center staff and operations, ensuring operational standards, quality standards, and customer service expectations are consistently met.
• Provides coaching and development, training, and issue resolution for staff.
• Assists with department-level performance improvement initiatives and employee engagement activities.
• Develops, analyzes, and recommends changes that will increase customer satisfaction and improve accuracy and efficiencies within the Experience Center.
• Maintains a thorough knowledge of unit, department, and BJC; provides subject matter expertise for team members.
• Manages individual(s) including but not limited to: hires, trains, assigns work, manages and evaluates performance, conducts professional development plans.
• Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
• Develops and adheres to departmental staffing, revenue and/or expense budgets.
• Maintains the accuracy of existing department standard work, job aides, and resources, and assists in the development of new ones.
• Manages daily staffing requirements, regularly monitors call volume and metrics (e.g., staff productivity, abandoned call rate, average speed of answer, etc.) and applies appropriate judgment and critical thinking to shift staff assignments accordingly.
• Ensures service level goals are met.
• Performs other responsibilities as assigned.

Benefits

• Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date.
• Disability insurance paid for by BJC.
• Annual 4% BJC Automatic Retirement Contribution.
• 401(k) plan with BJC match.
• Tuition Assistance available on first day.
• BJC Institute for Learning and Development.
• Health Care and Dependent Care Flexible Spending Accounts.
• Paid Time Off benefit combines vacation, sick days, holidays, and personal time.
• Adoption assistance.