Job details
Job type full-time
Full job description
Millennium physician group is seeking to hire a full-time patient connection center performance coach to join our team in the fort myers, fl areaWe are looking for a positive, energetic, well-organized candidate, can multi-task and think outside of the boxAdditionally, we want someone who supports our top initiative of ensuring an excellent patient experience! this is a remote position.
The patient connection call center performance coach reports to the call center managerThis individual will work to maximize call center effectiveness by ensuring employees have a thorough knowledge of products and services and can effectively troubleshoot, resolve problems and provide a positive customer experience to millennium`s existing and potential customer baseThe effective performance coach will empower employees to explore, enable employees to learn, and equip them to succeed by guiding their ongoing process within this fast-paced, high volume, call center setting.
Essential duties and responsibilities include the followingOther duties may be assigned.
Coaches employees toward ongoing performance improvement.
Monitor and analyze employee performance, provide ongoing feedback, reinforce positive behaviors and methodically guide employees toward improving skills and competencies in order to achieve personal and organizational performance goals.
Methodically guide employees toward agreed upon performance improvement.
Provide regular follow up to check on ongoing progress.
Identify specific behaviors to be improved, set observable or measurable outcomes to be achieved and develop a performance improvement plan and timeline to assist the employee progress toward an optimal level of performance.
Confers with management, supervisors and employees to gain knowledge of work situations requiring additional coaching and to better understand changes in policies, procedures, regulations, business initiatives and technologies.
Formulates instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops.
Selects or develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops.
Tests employees to measure progress and to evaluate effectiveness of coaching/training
Excellent group and individual communication skills.
Can work well with all levels of management.
Maintains a professional attitude at all times.
Demonstrates bold, energetic behavior...is a business `cheerleader`
Enjoys interacting with employees, management and customers.
Comfortable leading team meetings, morning group huddles, etc.
Mines and analyses data.
Creates various performance reporting.
Other duties as assigned by the call center supervisor.
Supervisory responsibilities
This position is a coaching role and reports to the call center manager.
Work from home: this role is a remote work from home position, working from the comfort and convenience of your home officeCandidates need to be located within a 1-2 hour driving commute to our training center in fort myers, fl and will be required to commute to that office as needed for initial training and future training sessions.
Requirements for this remote opportunity:
Internet: broadband or fiber internet with a minimum of 20mb download speed that the teleworker would be hardwired to.
Equipment: you will be provided with computer, monitors and additional equipment as needed.
Remote work: you must have a private room to work to limit distractions and noise.
Work hours: this is a monday through friday opportunity from 8:00 am to 5:00 pm.
Training: majority of training will be conducted virtually but you may be required to commute to the training center for additional/future trainingPaid training.
It support: during initial set up of equipment or with it issues, support would be initiated by teleworker through the service desk and if needing to physically pick up equipment, will be scheduled by it for pick up at field office locations in port charlotte, fort myers, naples and jacksonville).
Qualifications to perform this job successfully, an individual must be able to perform each essential duty satisfactorilyThe requirements listed below are representative of the knowledge, skill, and/or ability requiredReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or experience
Associates degree or greater desired but not requiredPrior medical field experience is preferred.
Proven experience as a team lead or coach in a medical practice or call center preferred.
Customer service experience in a call center setting preferred.
Knowledge of performance evaluation and customer service and/or call center metrics.
This position earns competitive compensation plus a full benefits package including 401(k) with match and 3 weeks of pto! we also offer opportunities for growth, as well as a great team atmosphere that empowers you to seek better ways to deliver service and take ownership of outcomes in providing quality service and support.
For more information about this opportunity, please see the full job description.
About millennium physician group
Formed in 2008, millennium physician group has grown into one of the largest comprehensive primary care practices with more than 400 health care providers located throughout floridaWith corporate headquarters in fort myers, florida, millennium physician group consists of primary care offices, imaging centers, lab services, and wellness programsYou can also find various programs, such as weight management and smoking cessation, led by millennium physician group doctors.
Millennium physician group is proud to be an equal opportunity employer and a drug-free workplaceAdditionally, millennium is proud to join the nearly 3,000 health system and physician groups who have gone completely tobacco free.
Are you ready to join our team? if you feel that you would be right for this position, please click the link to apply todayWe look forward to meeting you!
