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Open nowPosted yesterday

Supervisor - Customer Navigation Center

HonorHealth538 open roles

Where
Deer Valley 2500 W Utopia Rd Phoenix AZ 85027
Work mode
On site
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Your applicationOpen nowSupervisor - Customer Navigation CenterHonorHealth · Deer Valley 2500 W Utopia Rd Phoenix AZ 85027

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on HonorHealth's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. HonorHealth postings stay open a median of 18 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.7%14 days
  5. 35.6%30 days
  6. 58.0%60 days
This job: posted yesterday

HonorHealth median: 18 days open

The posting

Primary City/State:

Deer Valley - 2500 W Utopia Rd Phoenix, AZ 85027

Category:

Operations

Shift:

Day

Department:

Customer Navigation Center Scheduling

Monday - Friday 8hr shift any time between 7am-530pm

Great care starts with great people. (Like you.)

At HonorHealth, you’ll find something special. From humble beginnings in 1927 to one of Arizona’s largest nonprofit healthcare systems, our culture is built on warmth and neighborly kindness. Behind every smile is a highly skilled professional with deep expertise and an unwavering dedication to what matters most — caring for the health and well-being of people and communities across the greater Phoenix area.

Responsibilities:

JOB SUMMARY

The supervisor manages the Customer Navigation Center staff, balancing work queues, serves as subject matter expert for HonorHealth's medical group practices, community specialists and medical centers. The person in this role will build relationships across the network to optimize business performance, identify new business opportunities through next best action methodology, customer care, care coordination of existing patients and support in-network referral and appointments.

ESSENTIAL FUNCTIONS

  • Under the guidance of the department manager, provide first-line management to staff which includes but not limited to hiring, interviewing, disciplinary actions, terminations, training, work assignment, project plans, scheduling, career development, mentoring, coaching, performance goal setting and reviews.
  • Monitor customer navigation center performance and make recommendation on process improvement and/or coordinator training needs. Perform quality assurance on incidents and requests to identify coaching opportunities. Handle, document and elevate customer service complaints. Prioritize and respond promptly based on severity levels to needs of the customer. Proactively recognizes opportunities for service recovery and acts to resolve issues.
  • Assist with department budgets, reporting, establishment and enforcement of policies, processes, procedures, standards, systems strategy, departmental planning, change management, incident management and quality enhancements.
  • Promote innovation and marketing initiatives that make it easier to do business with and/or obtain services from HonorHealth.
  • Assign resources to projects and acts as escalation point to ensure achievement of established project milestones. Align with customer navigation center training staff to ensure systems operate effectively and reliably.
  • Performs other duties as assigned.

EDUCATION

  • Associates in or 2 years' work related experience Required
  • Associates in Preferred

EXPERIENCE

  • 3 years of experience as a lead/supervising in a contact/call center or Customer Service Environment or Healthcare Setting Required
  • 5 years of experience as a lead/supervising in a contact/call center or Customer Service Environment or Healthcare Setting Preferred

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    The review screen in CV Rocket: how each CV was read, round by round.

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