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Customer Experience Strategy:
- Implement CX strategies that effectively utilize AI technologies.
- Track, analyze, and report customer feedback to identify areas for improvement.
- Build and maintain strong relationships with customers and clients.
Leadership and Supervision:
- Conduct performance check-ins with Customer Guides, providing coaching.
- Foster accountability, transparency, collaboration, and continuous learning.
- Manage escalations and complex customer issues efficiently.
Operational Management:
- Oversee day-to-day operations of the Customer Experience team.
- Monitor call volume, wait times, resolution rates, and CSAT.
- Develop and implement strategies to optimize efficiency and service quality.
Guidehealth
Guidehealth is a data-powered, performance-driven healthcare company dedicated to operational excellence. They aim to make healthcare affordable, improve patient health, and restore fulfillment in practicing medicine for providers. They are physician-led and empower partners to deliver high-quality healthcare.