Overview
Contact Center Supervisor, Amazon One Medical Customer Care – Job ID: 2944568 | 1Life Healthcare, Inc.
As we continue to expand and transform the primary care experience, we’re looking for dynamic and passionate leaders to manage the people, processes, and technology that make One Medical unique. As a Centralized Services Operations Manager, you’ll be responsible for meeting One Medical patient promises of exceptional quality of care, access, and truly patient-centered experiences at an affordable cost. You’ll execute our mission of delivering high-quality care and service using The One Medical Performance System (TOPS). Specifically, you’ll manage the centralized services team members and lead our operations to ensure One Medical is a great experience for both patients and team members.
You are a strong people leader and innovative problem-solver, who is driven to create efficient workflows and cultivate cohesive teams. You are self-aware, a continual learner, and focus on the big picture. You have mastered the art of customer-service, administrative work and motivating a team or peers, especially through times of change. You are currently looking for your next opportunity that has an emphasis on delivering results, driving engagement and all things people management at an organization that is transforming healthcare. If this sounds like you, we would love to connect.
Responsibilities
* Support the management of the day to day operations of our inbound and outbound and administrative (back office) centralized patient support center
* Model the ideal team member experience through excellent on-boarding, training, performance feedback, skills coaching, learning opportunities and engaged career development
* Prepares performance reports by collecting and analyzing centralized support specialists data for coaching and feedback. (a team of 15+ support services specialists)
* Audit interactions for quality, compliance and present solutions to enhance patient interactions with our central teams
* Lead team meetings, deliver information and drive KPI’s to ensure patient satisfaction and access to care at all times (CSAT/NPS)
* Assist with the development of weekly, monthly and quarterly goals and action plans
* Partners with Leadership to help determine operational center strategies by evaluating team results and objectives.
* Maintains and improves our operations by monitoring system performance and identifying and resolving problems that arise.
* Ensure patients have an amazing experience though timely access to the care they need (pre- and post-visit administrative tasks, messages, and calls) and provide solutions to issues with minimal waste and friction
* Build an engaged team leveraging CICARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other), Active Daily Management, and Lean principles to meet patient and team experience goals
BASIC QUALIFICATIONS
* 5+ years relevant experience managing high-performing teams, with at least 2 years managing customer or patient facing support teams in a high-volume and high productivity based support center.
PREFERRED QUALIFICATIONS
* Experience navigating complex national markets and matrix healthcare organizations
* Advanced understanding of regional based healthcare and strong written and verbal communication skills
* Ability to remain calm and in control in all situations to help resolve patient issue with little to no friction
* Advanced customer/patient focus and service skills
* Proven ability to foster strong, collaborative team-dynamics that ensure a supportive and engaged team culture
* Experience developing talent through mentorship and coaching, consistent feedback, goal setting and accountability
* Proven track record of leading successful change management and process improvement efforts
* Experience in healthcare, particularly in collaboration with clinicians, is highly desirable
* Excellent understanding of technology, software and tools along with experience with RingCentral / Nice-InContact a plus
* Familiarity with G Suite and Electronic Health Record systems are a plus
* Ability to work flexible hours in addition to schedules to support 24/7 based clinical operations
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $47,500/year in our lowest geographic market up to $82,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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