Hours:
Shift Start Time:
8 AM
Shift End Time:
6 PM
AWS Hours Requirement:
8/40 - 8 Hour Shift
Additional Shift Information:
Weekend Requirements:
As Needed
On-Call Required:
No
Hourly Pay Range (Minimum - Midpoint - Maximum):
$36.830 - $47.530 - $53.230
The stated pay scale reflects the range that Sharp reasonably expects to pay for this position. The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.
What You Will Do
Supervises the daily operations of Consumer Information Services/82SHARP, including technology operations and staffing. Assures customer service to callers is outstanding, consistent, and meets or exceeds service levels through various methods, including: monitoring and analysis of telephony metrics, call coaching and digital call monitoring, and metric-driven processes to achieve departmental goals such as appointments-made measures. Supports manager in ongoing quality assurance, process improvement, and staff development. Leads the ongoing mission of delivering the Sharp Experience over the phone from one of the front door touch points of the organization.
Required Qualifications
- Bachelor's Degree
- Experience in customer service, quality assurance, process improvement, team activities, and project coordination and implementation
- Experience in a dynamic call center environment
- Experience with MS Office programs, including spreadsheet functions, and SQL-based call center software
- Experience with call center software.
Other Qualification Requirements
- Related field (or equivalent work experience) - Required
Essential Functions
- Customer service
Triages escalated calls from customers or program managers, works with staff members to remedy situation, and provides appropriate feedback to staff and re-direction if necessary.
Implements service improvement initiatives as established by Sharp and departmental leadership.
Oversees physician profile update process, working with program managers, physician office staff members and physicians to ensure timely, accurate updates to profiles.
Improves the physician survey process where applicable. Identifies improvements to the data collection process.
Ensures uninterrupted service to callers through handling technology downtimes or interruptions. Works with IT to resolve issues expediently.
Ensure accuracy of rosters and communication produced from the department. Identifies trouble areas, works with program managers and department manager to resolve, follow up, and provides training or corrective feedback to staff member.
Supervises inbound calls, emails, chats, and social media interactions from the community and Sharp HealthCare staff, supporting classes and events, laboratory services, Sharp Mesa Vista, Sharp app support, Total Joint Program support, physician referrals, MyChart portal support and troubleshooting, and other program and service inquiries.
Supervises pharmacy-related service duties in compliance with applicable regulations and organizational policies, including support for prescription access, medication refill coordination, customer service for pharmacy-related inquiries, and coordination with pharmacists and healthcare teams to support efficient operations and patient care.
Performs quality assurance for all agents by listening to and scoring phone calls and monitoring emails and chats for compliance with departmental standards, accuracy, customer service, and quality expectations. - Department operations
Monitors phone system performance, service levels, queue activity, and operational trends to ensure efficient department operations and appropriate staffing coverage.
Coordinates operational workflows for calls, emails, chats, social media interactions, pharmacy support services, laboratory outreach, and program support functions to ensure timely and accurate customer service.
Supports special projects as assigned.
Oversees and/or runs money reports. Works with Finance to troubleshoot money-related customer issues when necessary.
Creates, validates, analyzes, and distributes operational reports, dashboards, and data summaries in accordance with departmental standards and reporting timelines.
Documents procedures, workflows, and specifications for standard reports, operational processes, and data projects.
Coordinates with Information Technology, program leadership, and operational departments to troubleshoot system issues, support software enhancements, and minimize service interruptions.
Assists with implementation of new workflows, operational initiatives, programs, and technology updates to support departmental efficiency and customer experience goals.
Reviews operational processes and identifies opportunities for workflow improvement, standardization, quality enhancement, and increased operational effectiveness.
Ensures departmental resources, program information, physician data, and customer-facing materials remain accurate, current, and aligned with organizational standards. - Performance Improvement
Seeks to improve workflow challenges and reports findings and recommendations for improvement.
Identifies, writes, test, and assists with implementation of software enhancements.
Trends customer feedback and recommends new service offerings when applicable. - Software functionality
Supports departmental effectiveness through ensuring that software meets the customer needs.
Performs testing and validation of enhancements and fixes.
Trains staff on software releases.
Works with IT to troubleshoot software issues when necessary, documents and follows up on issues. - Staff development
Recruits, hires, trains, and schedules Consumer Information Services staff.
Fields sick and tardy calls, monitors attendance and addresses issues with staff when necessary. Oversees staffing coverage, breaks, etc. related to queue volume and reducing abandonment. Takes incoming calls when necessary to alleviate queue.
Routinely reviews existing documentation and training for update and improvement.
Trains staff on new initiatives and any accompanying processes. Works with entity representatives to ensure Consumer Information Services has the most current information available.
Serves as resource to physician referral and consumer information services staff in providing appropriate physician and service referrals. Troubleshoots questions from staff about where to refer customers. Ensures that content in the Find a Doctor tool related to services is up-to-date and identifies areas for improvement.
Routinely monitors calls according to Tier schedule. Provides call coaching and feedback to staff. Periodically reviews coaching tool and makes improvements according to departmental goals.
Performs coaching and corrective action when applicable.
Reviews customer surveys and provides feedback and appropriate training to employees when necessary.
Supervises teamwork and individual assignments of Consumer Information Services staff members. Troubleshoots problems, provides feedback regarding timeliness of completing tasks, provides corrective feedback to staff members regarding performance on tasks.
Assists in conducting routine staff meetings and in-service opportunities for staff.
Performs quality assurance for all agents, scoring quality on phone calls, emails and chats.
Knowledge, Skills, and Abilities
- Advanced computer and telephone system knowledge.
- Ability to multi-task and troubleshoot personnel, computer/telephone, and customer service issues in fast-paced environment and make independent decisions.
- Outstanding interpersonal and customer relations skills.
- Knowledge of the Sharp HealthCare organization and resources.
- Advanced use of Office products.
Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class
