At BayCare, we are proud to be one of the largest employers in the Tampa Bay area. Our network consists of 16 community-based hospitals, a long-term acute care facility, home health services, outpatient centers and thousands of physicians. With the support of more than 30,000 team members, we promote a forward-thinking philosophy that’s built on a foundation of trust, dignity, respect, responsibility and clinical excellence. **Summary:** Responsible for supporting a service oriented workforce and culture. Responsible for the direct supervision of Customer Communications Department Coordinators, Leads, Specialists and Information Desk Clerks in a 24/7 environment across BayCare Health Systems. Performs routine assessments to ensure alignment and focus on world-class customer service, emergency response and team member engagement. Collaborates with Department Leadership on strategic planning and on-going development of workforce optimization, quality assurance and team member performance. Monitors team communication, performance goals, and patient access-related metrics. Identifies ways in which customer service and employee satisfaction can be continuously enhanced. Ensures staffing needs are consistently met. Assists with special projects and other duties as assigned. **Minimum Qualifications:** **Other information:** **Required Experience is:** 6 years in Customer Service and 4 years in a Contact Center or Medical Concierge and 3 years in a Lead Role in a Related Field. Preferred Experience is: 1 year Healthcare related field; 1 year NICE Suite. Required Skills also include: Tact & Diplomacy. **Education:** **Essential:** * HS Graduate or Equivalent GED **Nonessential:** * Associates Degree * Associates Degree **Education specialization:** **Nonessential:** * Healthcare Informatics * Business **Education equivalent experience:** **Essential:** * Required - High School or Equivalent; Preferred - Associates - Healthcare; Preferred - Associates - Business **Nonessential:** * Required - High School or Equivalent; Preferred - Associates - Healthcare; Preferred - Associates - Business * Required - High School or Equivalent; Preferred - Associates - Healthcare; Preferred - Associates - Business **Facility:** BayCare Health System, Customer Communications-HSS **Location:** **Tampa, St. Jospeh's Hospital** **Status:** **Full Time, Exempt: Yes** **Shift Hours:** **8:00 a.m. to 4:30 p.m.** **Shift:** **Shift 4** **Shift 1 = Days, 2 = Evenings, 3 = Nights, 4 = Varies** **Weekend Work:** **Occasional** **On Call:** **Yes** **How often will this team member be working remotely?** Never Equal Opportunity Employer Veterans/Disabled **Position** Supvr Customer Communications **Location** Tampa:St Josephs | Leadership | Full Time **Req ID** null