Patient Experience Center Supervisor

Rock Dental Brands is on the search for an experienced, motivated leader to join our Patient Experience Center (PEC) team. If it brings you joy to serve a team full of outward focused representatives who lead with care and compassion, the Patient Experience Center Supervisor role is a great opportunity for you. 

The Patient Experience Center Supervisor is responsible for ensuring the Patient Experience Center team members are providing the best quality care for our patients and the clinics we support. The Patient Experience Supervisor will hire, train, and develop staff members, in addition to the following job duties: 

Job Duties

• Provide guidance and coaching to team members as it relates to call quality performance, workflow, attendance, processes.
• Build and maintain a positive culture through motivation, encouragement and constructive feedback to team members.
• Identify opportunities for improvement within the Patient Experience Center and implement appropriate changes.
• Work closely with clinical operations to help streamline processes and communications between the Support Center and the practices.
• Track key performance indicators, report to leadership and implement changes where necessary based on performance.
• Take escalated calls when necessary and effectively communicate solutions to our clients.
• Maintain consistent communication with key management in order to effectively understand and coordinate appropriate initiatives to support growth and changes within the Patient Experience Center.
• Conduct weekly employee dialogues to discuss successes, opportunities, culture, and career succession planning.  Conduct mid-year and annual performance reviews with each individual team member. 
• Manage headcount, interview, hire and train new CSRs.
• Facilitate Team Training - Create and maintain evolving material to grow CSR team members in tactical skills and soft skills necessary to support the highest level of the patient experience.
• Create policies and procedures that optimize the patient experience. Gather patient feedback, study other patient success programs, and analyze patient data to identify the best practices.  Establish policies the entire staff can adhere to so all patients receive the same quality of service.
• Work with PEC team members to identify call type trends or related matters such as call quality issues, common themes, or clinic updates. 

Qualifications

• 2-4 years proven experience as a call center leader or similar supervisory position.
• Excellent organizational and leadership skills.
• Experience in patient or customer service is essential.
• Working knowledge of Google suite.
• Knowledge of performance evaluation procedures.
• Outstanding communication and negotiation abilities.
• Analytical skills required to problem solve patient issues and prepare reports.
• Ability to handle conflict resolution and remain tolerant/flexible in all situations.

What we offer:

• Total Rewards: You’ll be welcomed into a winning culture that encourages continuous improvement, a challenging and rewarding work environment with a genuine desire to see each other succeed. We will also provide the following:
• Support you Professionally: Competitive pay, career growth opportunities, talented and a motivated team who care about each other, our mission, and our patients.
• Support your Health & Well-being: flexible health and insurance options, Employee Assistance Program, and complimentary orthodontic treatments that help you and your family stay on track.
• Life Balance: Paid time off and holiday pay.
• Planning for the future: plan for the future with an industry-leading 401K retirement plan with matching company contributions.