Customer Service Performance Coach

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  "detail": {
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    "jobShift": "Day",
    "jobTitle": "Customer Service Performance Coach",
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    "description": "<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Role Purpose</b>&nbsp;</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">The Customer Service Performance Coach&nbsp;is responsible for&nbsp;improving the effectiveness, consistency, and quality of customer service execution across patient-facing service teams. This role focuses on coaching behavior, reinforcing standards, and driving measurable improvements in resolution efficiency, patient experience, and cost-to-serve.&nbsp;</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">This role&nbsp;operates&nbsp;in close partnership with functional managers to support coaching, skill development, and execution discipline, ensuring defined processes and standards are consistently translated into frontline performance.&nbsp;</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Scope of Influence</b>&nbsp;</span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Customer Service teams supporting patient-facing operations&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Service interactions tied to billing, coverage explanations, delivery coordination, scheduling, payments, and general patient inquiries&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Escalation handling and repeat-contact reduction&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Script,&nbsp;knowledge-base, and policy adoption&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Cross-functional handoffs that materially&nbsp;impact&nbsp;service volume, quality, and patient experience&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Core Responsibilities</b>&nbsp;</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Performance Coaching</b>&nbsp;</span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Deliver consistent 1:1 and team-based coaching grounded in call reviews, case audits, and performance data&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Diagnose performance issues by separating skill gaps, knowledge gaps, process gaps, and tooling gaps&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Coach to approved scripts, coverage explanations, payment-path conversations, and escalation protocols&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Support functional managers by reinforcing coaching frameworks and&nbsp;providing&nbsp;targeted performance insights&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Reinforce execution discipline across high-volume, high-variance service interactions&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Quality &amp; Standards Enforcement</b>&nbsp;</span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Apply and uphold customer service quality standards across calls, cases, and written communication&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Inspect adherence to approved language, definitions, and workflows&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Identify&nbsp;root causes of repeat contacts, complaints, and escalations&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Partner with Training and Performance peers to address systemic knowledge or execution breakdowns&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>KPI-Driven Improvement</b>&nbsp;</span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Coach directly to service performance metrics, including but not limited to:&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;list-style-type:circle;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">First Contact Resolution (FCR)&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;list-style-type:circle;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Time to Resolution (TTR)&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;list-style-type:circle;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Repeat Contact Rate&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;list-style-type:circle;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Escalation Rate&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;list-style-type:circle;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Primary service and billing-related call drivers&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Translate performance data into clear, actionable coaching plans&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Track behavior&nbsp;change&nbsp;and performance movement over time&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Cross-Functional Feedback Loop</b>&nbsp;</span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Identify&nbsp;upstream drivers of service demand related to billing, delivery, scheduling, eligibility, and communication failures&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Partner with RCM, Logistics, Clinical Ops, Product, Training, and Performance Analytics to reduce avoidable service volume&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Provide structured, evidence-based feedback to leadership and functional owners on systemic breakdowns&nbsp;impacting&nbsp;service and patient experience&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Tools &amp; Systems</b>&nbsp;</span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Call recording and quality assurance platforms&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">CRM and case management systems&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Knowledge base and script repositories&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Performance dashboards and reporting tools&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Patient communication platforms (phone, SMS, email)&nbsp;</span></span></span></span></li>\r\n</ul>\r\n",
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This role focuses on coaching behavior, reinforcing standards, and driving measurable improvements in resolution efficiency, patient experience, and cost-to-serve.&nbsp;\\r\\n\\r\\nThis role&nbsp;operates&nbsp;in close partnership with functional managers to support coaching, skill development, and execution discipline, ensuring defined processes and standards are consistently translated into frontline performance.&nbsp;\\r\\n\\r\\nScope of Influence&nbsp;\\r\\n\\r\\n\\r\\n\\tCustomer Service teams supporting patient-facing operations&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tService interactions tied to billing, coverage explanations, delivery coordination, scheduling, payments, and general patient inquiries&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tEscalation handling and repeat-contact reduction&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tScript,&nbsp;knowledge-base, and policy adoption&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tCross-functional handoffs that materially&nbsp;impact&nbsp;service volume, quality, and patient experience&nbsp;\\r\\n\\r\\n\\r\\nCore Responsibilities&nbsp;\\r\\n\\r\\nPerformance Coaching&nbsp;\\r\\n\\r\\n\\r\\n\\tDeliver consistent 1:1 and team-based coaching grounded in call reviews, case audits, and performance data&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tDiagnose performance issues by separating skill gaps, knowledge gaps, process gaps, and tooling gaps&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tCoach to approved scripts, coverage explanations, payment-path conversations, and escalation protocols&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tSupport functional managers by reinforcing coaching frameworks and&nbsp;providing&nbsp;targeted performance insights&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tReinforce execution discipline across high-volume, high-variance service interactions&nbsp;\\r\\n\\r\\n\\r\\nQuality &amp; Standards Enforcement&nbsp;\\r\\n\\r\\n\\r\\n\\tApply and uphold customer service quality standards across calls, cases, and written communication&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tInspect adherence to approved language, definitions, and workflows&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tIdentify&nbsp;root causes of repeat contacts, complaints, and escalations&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPartner with Training and Performance peers to address systemic knowledge or execution breakdowns&nbsp;\\r\\n\\r\\n\\r\\nKPI-Driven Improvement&nbsp;\\r\\n\\r\\n\\r\\n\\tCoach directly to service performance metrics, including but not limited to:&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tFirst Contact Resolution (FCR)&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tTime to Resolution (TTR)&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tRepeat Contact Rate&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tEscalation Rate&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPrimary service and billing-related call drivers&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tTranslate performance data into clear, actionable coaching plans&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tTrack behavior&nbsp;change&nbsp;and performance movement over time&nbsp;\\r\\n\\r\\n\\r\\nCross-Functional Feedback Loop&nbsp;\\r\\n\\r\\n\\r\\n\\tIdentify&nbsp;upstream drivers of service demand related to billing, delivery, scheduling, eligibility, and communication failures&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPartner with RCM, Logistics, Clinical Ops, Product, Training, and Performance Analytics to reduce avoidable service volume&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tProvide structured, evidence-based feedback to leadership and functional owners on systemic breakdowns&nbsp;impacting&nbsp;service and patient experience&nbsp;\\r\\n\\r\\n\\r\\nTools &amp; Systems&nbsp;\\r\\n\\r\\n\\r\\n\\tCall recording and quality assurance platforms&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tCRM and case management systems&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tKnowledge base and script repositories&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPerformance dashboards and reporting tools&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPatient communication platforms (phone, SMS, email)&nbsp;\\r\\n\\r\\nQualificationsRequired Experience&nbsp;\\r\\n\\r\\n\\r\\n\\tExperience coaching or enabling customer service, contact center, or patient support teams&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tDemonstrated ability to evaluate call quality and coach behavioral improvement&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExperience&nbsp;operating&nbsp;in regulated, process-driven environments preferred&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tProven ability to use performance data to drive sustained execution improvement&nbsp;\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nCore Competencies&nbsp;\\r\\n\\r\\n\\r\\n\\tRoot cause analysis&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tBehavioral coaching and inspection&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPattern recognition across quality, volume, and outcomes&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tClear, precise communication&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tComfort&nbsp;operating&nbsp;in complex, cross-functional environments&nbsp;\\r\\n\\r\\n\\r\\nMeasures of Success&nbsp;\\r\\n\\r\\n\\r\\n\\tImproved consistency and quality of customer service interactions&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tReduction in repeat contacts and preventable escalations&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tMeasurable improvement in service KPIs tied to coached behaviors&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tIncreased adoption of approved scripts, standards, and workflows&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tClear reduction in avoidable service demand driven by upstream issues&nbsp;\\r\\n\\r\\n\\r\\nRole Orientation&nbsp;\\r\\n\\r\\nThis role is hands-on, performance-focused, and execution-driven. Success is defined by sustained improvements in how customer service work is performed, in partnership with functional leadership and management.&nbsp;&nbsp;\\r\\n\",\"responsibilities\":\"Role Purpose&nbsp;\\r\\n\\r\\nThe Customer Service Performance Coach&nbsp;is responsible for&nbsp;improving the effectiveness, consistency, and quality of customer service execution across patient-facing service teams. This role focuses on coaching behavior, reinforcing standards, and driving measurable improvements in resolution efficiency, patient experience, and cost-to-serve.&nbsp;\\r\\n\\r\\nThis role&nbsp;operates&nbsp;in close partnership with functional managers to support coaching, skill development, and execution discipline, ensuring defined processes and standards are consistently translated into frontline performance.&nbsp;\\r\\n\\r\\nScope of Influence&nbsp;\\r\\n\\r\\n\\r\\n\\tCustomer Service teams supporting patient-facing operations&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tService interactions tied to billing, coverage explanations, delivery coordination, scheduling, payments, and general patient inquiries&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tEscalation handling and repeat-contact reduction&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tScript,&nbsp;knowledge-base, and policy adoption&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tCross-functional handoffs that materially&nbsp;impact&nbsp;service volume, quality, and patient experience&nbsp;\\r\\n\\r\\n\\r\\nCore Responsibilities&nbsp;\\r\\n\\r\\nPerformance Coaching&nbsp;\\r\\n\\r\\n\\r\\n\\tDeliver consistent 1:1 and team-based coaching grounded in call reviews, case audits, and performance data&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tDiagnose performance issues by separating skill gaps, knowledge gaps, process gaps, and tooling gaps&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tCoach to approved scripts, coverage explanations, payment-path conversations, and escalation protocols&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tSupport functional managers by reinforcing coaching frameworks and&nbsp;providing&nbsp;targeted performance insights&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tReinforce execution discipline across high-volume, high-variance service interactions&nbsp;\\r\\n\\r\\n\\r\\nQuality &amp; Standards Enforcement&nbsp;\\r\\n\\r\\n\\r\\n\\tApply and uphold customer service quality standards across calls, cases, and written communication&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tInspect adherence to approved language, definitions, and workflows&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tIdentify&nbsp;root causes of repeat contacts, complaints, and escalations&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPartner with Training and Performance peers to address systemic knowledge or execution breakdowns&nbsp;\\r\\n\\r\\n\\r\\nKPI-Driven Improvement&nbsp;\\r\\n\\r\\n\\r\\n\\tCoach directly to service performance metrics, including but not limited to:&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tFirst Contact Resolution (FCR)&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tTime to Resolution (TTR)&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tRepeat Contact Rate&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tEscalation Rate&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPrimary service and billing-related call drivers&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tTranslate performance data into clear, actionable coaching plans&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tTrack behavior&nbsp;change&nbsp;and performance movement over time&nbsp;\\r\\n\\r\\n\\r\\nCross-Functional Feedback Loop&nbsp;\\r\\n\\r\\n\\r\\n\\tIdentify&nbsp;upstream drivers of service demand related to billing, delivery, scheduling, eligibility, and communication failures&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPartner with RCM, Logistics, Clinical Ops, Product, Training, and Performance Analytics to reduce avoidable service volume&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tProvide structured, evidence-based feedback to leadership and functional owners on systemic breakdowns&nbsp;impacting&nbsp;service and patient experience&nbsp;\\r\\n\\r\\n\\r\\nTools &amp; Systems&nbsp;\\r\\n\\r\\n\\r\\n\\tCall recording and quality assurance platforms&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tCRM and case management systems&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tKnowledge base and script repositories&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPerformance dashboards and reporting tools&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPatient communication platforms (phone, SMS, email)&nbsp;\\r\\n\\r\\n\",\"employmentType\":\"FULL_TIME\",\"hiringOrganization\":{\"@type\":\"Organization\",\"name\":\"ROM TECHNOLOGIES INC\",\"logo\":\"https://www.paycomonline.net/v4/ats/web.php/application/style/logo?clientkey=74B8425BF3D1B3ACB19CC1353DC5FA0E\"},\"jobLocation\":{\"@type\":\"Place\",\"address\":{\"streetAddress\":\"311 Park Place\",\"addressLocality\":\"Clearwater\",\"addressRegion\":\"FL\",\"postalCode\":33759,\"addressCountry\":\"USA\"}},\"qualifications\":\"Required Experience&nbsp;\\r\\n\\r\\n\\r\\n\\tExperience coaching or enabling customer service, contact center, or patient support teams&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tDemonstrated ability to evaluate call quality and coach behavioral improvement&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExperience&nbsp;operating&nbsp;in regulated, process-driven environments preferred&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tProven ability to use performance data to drive sustained execution improvement&nbsp;\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nCore Competencies&nbsp;\\r\\n\\r\\n\\r\\n\\tRoot cause analysis&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tBehavioral coaching and inspection&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPattern recognition across quality, volume, and outcomes&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tClear, precise communication&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tComfort&nbsp;operating&nbsp;in complex, cross-functional environments&nbsp;\\r\\n\\r\\n\\r\\nMeasures of Success&nbsp;\\r\\n\\r\\n\\r\\n\\tImproved consistency and quality of customer service interactions&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tReduction in repeat contacts and preventable escalations&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tMeasurable improvement in service KPIs tied to coached behaviors&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tIncreased adoption of approved scripts, standards, and workflows&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tClear reduction in avoidable service demand driven by upstream issues&nbsp;\\r\\n\\r\\n\\r\\nRole Orientation&nbsp;\\r\\n\\r\\nThis role is hands-on, performance-focused, and execution-driven. Success is defined by sustained improvements in how customer service work is performed, in partnership with functional leadership and management.&nbsp;&nbsp;\\r\\n\",\"experienceRequirements\":\"Required Experience&nbsp;\\r\\n\\r\\n\\r\\n\\tExperience coaching or enabling customer service, contact center, or patient support teams&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tDemonstrated ability to evaluate call quality and coach behavioral improvement&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tExperience&nbsp;operating&nbsp;in regulated, process-driven environments preferred&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tProven ability to use performance data to drive sustained execution improvement&nbsp;\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nCore Competencies&nbsp;\\r\\n\\r\\n\\r\\n\\tRoot cause analysis&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tBehavioral coaching and inspection&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tPattern recognition across quality, volume, and outcomes&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tClear, precise communication&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tComfort&nbsp;operating&nbsp;in complex, cross-functional environments&nbsp;\\r\\n\\r\\n\\r\\nMeasures of Success&nbsp;\\r\\n\\r\\n\\r\\n\\tImproved consistency and quality of customer service interactions&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tReduction in repeat contacts and preventable escalations&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tMeasurable improvement in service KPIs tied to coached behaviors&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tIncreased adoption of approved scripts, standards, and workflows&nbsp;\\r\\n\\r\\n\\r\\n\\r\\n\\tClear reduction in avoidable service demand driven by upstream issues&nbsp;\\r\\n\\r\\n\\r\\nRole Orientation&nbsp;\\r\\n\\r\\nThis role is hands-on, performance-focused, and execution-driven. Success is defined by sustained improvements in how customer service work is performed, in partnership with functional leadership and management.&nbsp;&nbsp;\\r\\n\",\"industry\":\"Training\",\"validThrough\":\"-0001-11-30\",\"workHours\":\"Day\",\"educationRequirements\":\"Not Specified\"}",
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    "qualifications": "<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Required Experience</b>&nbsp;</span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Experience coaching or enabling customer service, contact center, or patient support teams&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Demonstrated ability to evaluate call quality and coach behavioral improvement&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Experience&nbsp;operating&nbsp;in regulated, process-driven environments preferred&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Proven ability to use performance data to drive sustained execution improvement&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">&nbsp;</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Core Competencies</b>&nbsp;</span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Root cause analysis&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Behavioral coaching and inspection&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Pattern recognition across quality, volume, and outcomes&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Clear, precise communication&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Comfort&nbsp;operating&nbsp;in complex, cross-functional environments&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Measures of Success</b>&nbsp;</span></span></span></p>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Improved consistency and quality of customer service interactions&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Reduction in repeat contacts and preventable escalations&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Measurable improvement in service KPIs tied to coached behaviors&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Increased adoption of approved scripts, standards, and workflows&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<ul style=\"margin-bottom:11px;\">\r\n\t<li style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">Clear reduction in avoidable service demand driven by upstream issues&nbsp;</span></span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\"><b>Role Orientation</b>&nbsp;</span></span></span></p>\r\n\r\n<p style=\"margin-bottom:11px;\"><span style=\"font-size:12pt;\"><span style=\"line-height:115%;\"><span style=\"font-family:Aptos, sans-serif;\">This role is hands-on, performance-focused, and execution-driven. Success is defined by sustained improvements in how customer service work is performed, in partnership with functional leadership and management.&nbsp;&nbsp;</span></span></span></p>\r\n",
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