Patient Transport Supervisor - Community

Job Description

The Patient Transport Coordinator I is responsible for interactions between the Service Response Center and the client. This person ensures that the Service Response Center Team does its best to meet customer needs by giving effective information, making recommendations on how to resolve customer requests and needs, taking work orders and providing direction for unified services, troubleshooting problems, answering complaints, and maintaining standards and CMMS data integrity.

Job Responsibilities

•    Collaborate with Aramark management team to maintain & elevate customer service, including developing processes, hiring and training talent, advertising services and building relationships with the client community. Works with the management team to ensure the Service Response Center operation is staffed appropriately to meet all performance requirements
•    Develops and leads a team of customer service operations staff members, including Customer Service Representatives & a TMA Clerk
•    Develops performance goals and objectives for the Service Response Center and monitors the achievement of those goals; ensure they abide by all company policies and procedures
•    Lead the delivery and implementation of all SRC-related applications and system-to system integrations
•    Customer Service/Communication Skills: talk, listen and help resolve conflicts with customers, must listen effectively to find the root cause of issues, communicate clearly and in a friendly way to solve the issue and keep the customer happy
•    Proactively gauge campus relations, helping to identify and implement strategic retention efforts
•    Display a calm demeanor when helping customers to resolve issues
•    Ability to solve customer issues, sometimes without seeing the actual problem first hand
•    Work with managers to prepare and communicate estimates of time and materials required to accomplish jobs. Ensure that continuous and closed loop communications take place with all requestors.
•    Work with multiple departments in setting up, tracking, and reporting Key Performance Indicators; provide feedback from the customer service experience to the management team and create goals to continuously improve operations
•    Participates in gathering customer metrics with potential involvement in communicating metrics to customers.
•    Monitors system performance, identifies and resolves issues, and provides overall quality and process improvements
•    Maintains professional and technical knowledge by tracking trends in call center operations and suggesting and implementing improvements

At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and for our customers. In order to meet our commitments, job duties may change or new ones may be assigned without formal notice.

Qualifications

•    Five plus years of customer service experience in a call center environment and at least three years of experience managing a team of employees; experience working in a higher education environment preferable
•    Must have strong communication skills (verbal & written), excellent problem solving, people management and process management.
•    Ability to interact with client management and establish/maintain effective performance-based client and customer relations.
•    Must be customer focused and able to work in a fast paced and team environment.
•    Strong computer skills with strengths in financial analysis, report preparation and interpretation skills are necessary; ability to continually work with IT on system conversion and app creation/maintenance

 This role may have physical demands including, but not limited to, lifting, bending, pushing, pulling and/or extended walking and standing. This role may also require uniforms and/or usage of Personal Protective equipment (PPE).

Education

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Roote