At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.
General Description
The Patient Experience Coach is responsible for training and developing new and existing Access Specialists to improve their performance and achieve specific business goals. They work closely with the operational managers and supervisors to identify areas for improvement, develop training programs, and monitor agent performance. This position plays a crucial role in developing a skilled and motivated access center team that delivers exceptional customer service and achieves business objectives.
Duties
- Conducting training sessions: Designing and delivering training programs to enhance agent skills and knowledge on customer service, product knowledge, and call handling techniques.
- Monitoring agent performance: Observing call center agents in real-time or through call recordings to evaluate their performance, identify areas for improvement, and provide constructive feedback.
- Providing coaching and mentoring: Offering one-on-one coaching sessions to help agents improve their performance, address concerns, and build confidence in handling customer interactions.
- Developing training materials: Creating and updating training materials, including scripts, training manuals, and videos, to ensure consistency in call center processes and messaging.
- Assessing training needs: Collaborating with call center managers to identify skill gaps and training needs within the team, and recommending appropriate training programs or initiatives.
- Implementing quality assurance measures: Developing and implementing quality assurance processes to monitor and evaluate call center agents' adherence to company policies and procedures.
- Keeping up with industry trends: Staying updated with the latest trends and best practices in call center operations, customer service, and technology to continually enhance training programs and improve agent performance.
- Maintaining records and reports: Keeping accurate records of training sessions, coaching sessions, and agent performance evaluations, and generating reports to track progress and identify areas for improvement.
Minimum Qualifications
Education
Bachelor's degree in Accounting, Economics, or a related business field.
Experience
Work generally requires 1 year of experience. Preferred experience Patient Advocate, patient experience, hospital and health systems experience. Preferred call center and training experience.
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.