Process Lead - PTX
Essential Duties
Team Leadership & Oversight
Supervise Patient Experience Specialists, providing coaching, mentoring, and performance feedback.
Allocate workloads and monitor service levels to ensure KPIs and SLAs are consistently met.
Foster a culture of empathy, professionalism, and patient-centric service.
Operational Management
Oversee inbound and outbound communications across phone, email, live chat/messaging, and ticketing systems.
Ensure accurate case management and timely resolution of patient inquiries and complaints.
Manage escalated issues and coordinate with clinical and operational teams for resolution.
Reporting & Analysis
Monitor team performance against KPIs and prepare regular reports for management.
Provide insights into patie...