Collaborates and ensures team delivers a seamless, exceptional customer experience across a broad range of customer touch points, channels, processes, and applications, including: telephones, emails, web chats, SMS and faxes. Works across multiple functions and with all levels of the organization.Participates in the interview process for new hires as well as champions staff training; both mandatory and divisional. Oversees on-site and remote training at the department level in collaboration with the training department.Partners with training and development to provide role support and learning experiences for new employees. As a role model and subject matter expert (SME), facilitates training, knowledge transfer and cooperation support skills. Assists with audits and the oversight of EPIC work queues.Conducts audits, quality investigations, call monitoring, as well as evaluation of calls and team members. Responsible for gathering information and updates needed to enhance knowledge base for accuracy and quality in call handling. Maintains productive relationships with stakeholders to ensure up-to-date information is maintained.Adheres to and ensures compliance with Health Insurance Portability and Accountability Act (HIPAA) at all times to safeguard protected health information. Provides leadership and manages escalated interactions following established protocols to ensure patient safety and data integrity.Develops and implements initiatives to foster employee engagement, enhance workplace satisfaction, and promote a positive organizational culture. Responsible for team employee engagement scores as well as the creation of action plans to address opportunities and improve scores below desired threshold.Collaborates with leadership team to coordinate and supervise division(s). Ensures adequate coverage, maintains effective resource management, and completes projects. Performs other administrative duties including, but not limited to, payroll, employee evaluation, surveys, leading of special projects, assisting with incoming calls, participating in operational meetings, and performing other duties as assigned.Performs the duties of the Contact Center’s Patient Access Ambassador I, II, and Senior Patient Ambassador, including all roles and responsibilities and EMR utilization, as a working Supervisor.Manages and upholds Patient Access Center performance metrics and holds team members and self accountable for attainment of goals. Monitors and ensures that team members adhere to ambassador/employee expectations and complies with all Memorial Healthcare System’s (MHS) policies and procedures.Provides feedback and coaching real time to each team member in support of their adherence and productivity goals. Provides technical guidance to others on a frequent basis and “rounds” with employees in the team.