Customer Service Performance Coach

Role Purpose

The Customer Service Performance Coach is responsible for 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. This role operates 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.

• Customer Service teams supporting patient-facing operations
• Service interactions tied to billing, coverage explanations, delivery coordination, scheduling, payments, and general patient inquiries
• Escalation handling and repeat-contact reduction
• Script, knowledge-base, and policy adoption
• Cross-functional handoffs that materially impact service volume, quality, and patient experience

• Deliver consistent 1:1 and team-based coaching grounded in call reviews, case audits, and performance data
• Diagnose performance issues by separating skill gaps, knowledge gaps, process gaps, and tooling gaps
• Coach to approved scripts, coverage explanations, payment-path conversations, and escalation protocols
• Support functional managers by reinforcing coaching frameworks and providing targeted performance insights
• Reinforce execution discipline across high-volume, high-variance service interactions

• Apply and uphold customer service quality standards across calls, cases, and written communication
• Inspect adherence to approved language, definitions, and workflows
• Identify root causes of repeat contacts, complaints, and escalations
• Partner with Training and Performance peers to address systemic knowledge or execution breakdowns

• Coach directly to service performance metrics, including but not limited to:
• First Contact Resolution (FCR)
• Time to Resolution (TTR)
• Repeat Contact Rate
• Escalation Rate
• Primary service and billing-related call drivers
• Translate performance data into clear, actionable coaching plans
• Track behavior change and performance movement over time

• Identify upstream drivers of service demand related to billing, delivery, scheduling, eligibility, and communication failures
• Partner with RCM, Logistics, Clinical Ops, Product, Training, and Performance Analytics to reduce avoidable service volume
• Provide structured, evidence-based feedback to leadership and functional owners on systemic breakdowns impacting service and patient experience

• Call recording and quality assurance platforms
• CRM and case management systems
• Knowledge base and script repositories
• Performance dashboards and reporting tools
• Patient communication platforms (phone, SMS, email)