Customer Experience Center Lead

Job not on LinkedIn

🔥 16 hours ago

🌵 Arizona – Remote

🌵 Arizona – Remote

💵 $23 - $35 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Banner Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance

Banner Health is a leading healthcare system committed to making healthcare easier through comprehensive patient services and resources. They provide a safe place for care with services ranging from emergency and urgent care, imaging, and surgery centers to maternity and hospice care. Banner Health also offers telehealth options to ensure access to healthcare, regardless of location. They support athletes through Banner Orthopedics & Sports Medicine and have been recognized for exceptional patient care. With advanced digital tools, they aim to manage healthcare seamlessly for their patients.

📋 Description

• Monitor, train, and coach contact center agents to deliver an empathetic and differentiated patient experience • Identify call-flow opportunities and develop agents to handle department functions • Receive and initiate calls with internal and external customers and escalate issues when needed • Serve as a team resource for questions and complex scenarios • Identify creative solutions to challenging processes and support quality assurance and auditing • Perform core department duties based on business needs, volumes, and demand • Support software systems used by the functional area • Ensure agents follow procedures and guidelines • Provide customers with information and answer department-specific questions • Provide real-time floor oversight, feedback, escalation support, and problem resolution • Communicate with customers through phone, chat, email, electronic messaging, and other digital channels • Facilitate new-hire training and continuing education • Support workflow, answer questions, and provide real-time agent feedback and training

🎯 Requirements

• High school diploma/GED or equivalent working knowledge • 3 years of experience in a contact center, customer care environment, or healthcare • Ability to think critically in stressful situations • Effective written and verbal communication skills • Strong computer skills and functional knowledge of systems and applications • Ability to use technology tools to research and obtain accurate information • Ability to respond to inquiries via incoming calls, emails, and instant messaging/chat • Professional, solutions/service-oriented demeanor • Customer service knowledge in a high-paced contact center environment • Excellent organizational and time management skills • Prior lead experience in a healthcare or customer care environment preferred • Additional related education and/or experience preferred

🏖️ Benefits

• Health and financial security options • Variety of benefit plans for employees and families • Total Rewards package