Patient Communication Center Coach (Call Center) Job at Penobscot Community Heal

Overview

Patient Communication Center Coach (Call Center) at PCHC – Administrative Supervisor role focused on leading, mentoring, and inspiring a team of Patient Communication Specialists to deliver compassionate, efficient, and high-quality service. This position supports strengthening patient experiences and upholding a culture of excellence in a thriving call center environment.

Location : Administration, 103 Maine Avenue, Bangor, ME 04401, USA

Schedule

Monday-Friday, typically 7 : 30am-4pm. Note : This role requires flexibility within the PCC’s business hours (7am-5pm) to meet department needs. After in-person training and assessment, hybrid eligibility may be possible per PCHC’s Telecommuting Policy.

Mission : Listen to individuals and provide exceptional patient-centered service and resources to improve health outcomes for patients and the community, one phone call at a time.

Highlights and Responsibilities

• Lead with impact – Coach and mentor Patient Communication Specialists through daily one-on-one sessions to build confidence, refine skills, and elevate patient care.
• Shape the future – Design and deliver engaging training programs for new hires and experienced staff, in-person and virtually.
• Champion service excellence – Handle complex patient calls with professionalism and provide real-time coaching to ensure exceptional care.
• Drive quality improvement – Monitor performance trends, identify opportunities for growth, and design solutions that improve outcomes for patients and staff.
• Collaborate with leaders – Partner with PCC leadership on hiring, onboarding, and ongoing development to strengthen the team and patient-focused mission.
• Be the go-to expert – Serve as a trusted resource for staff, ensuring policies are clear, workflows are consistent, and processes support the best patient experience.
• Foster a positive culture – Model professionalism, teamwork, and patient-centered service to create a supportive work environment.

Organization Benefits

Education and Experience

Required

Preferred

Interested? Apply today. You may request a full copy of the detailed job description by emailing recruitment@pchc.com.

All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, or any other characteristic protected by law.

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For more information, please review the Know Your Rights notice from the Department of Labor.

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