Customer Experience Center Lead

Banner Health

. Monitor, train, and coach contact center agents to deliver an empathetic and differentiated patient experience .

Posted 10/13/2026full-timeRemote • Arizona • United StatesSenior💰 $24 - $35 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in training and coaching contact center agents to enhance customer service delivery, while effectively managing real-time operations and problem resolution in a high-paced environment.

Highest-signal resume keywords

Contact Center ExperienceCustomer Service KnowledgeEffective Communication SkillsCritical ThinkingOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Call Flow ManagementQuality AssuranceTraining FacilitationProblem ResolutionWorkflow Support

Soft Skills

EmpathySolutions-Oriented DemeanorTime Management

Tools & Technologies

Software SystemsDigital Communication Tools

Industry Keywords

HealthcareCustomer CareContact Center

About the role

Key responsibilities & impact

Monitor, train, and coach contact center agents to deliver an empathetic and differentiated patient experience
Identify call-flow opportunities and develop agents to handle department functions
Receive and initiate calls with internal and external customers and escalate issues when needed
Serve as a team resource for questions and complex scenarios
Identify creative solutions to challenging processes and support quality assurance and auditing
Perform core department duties based on business needs, volumes, and demand
Support software systems used by the functional area
Ensure agents follow procedures and guidelines
Provide customers with information and answer department-specific questions
Provide real-time floor oversight, feedback, escalation support, and problem resolution
Communicate with customers through phone, chat, email, electronic messaging, and other digital channels
Facilitate new-hire training and continuing education
Support workflow, answer questions, and provide real-time agent feedback and training

Requirements

What you’ll need

High school diploma/GED or equivalent working knowledge
3 years of experience in a contact center, customer care environment, or healthcare
Ability to think critically in stressful situations
Effective written and verbal communication skills
Strong computer skills and functional knowledge of systems and applications
Ability to use technology tools to research and obtain accurate information
Ability to respond to inquiries via incoming calls, emails, and instant messaging/chat
Professional, solutions/service-oriented demeanor
Customer service knowledge in a high-paced contact center environment
Excellent organizational and time management skills
Prior lead experience in a healthcare or customer care environment preferred
Additional related education and/or experience preferred

Benefits

Comp & perks

Health and financial security options
Variety of benefit plans for employees and families
Total Rewards package