Supervisor, Healthcare Call Center
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Job Description
Supervisor overseeing daily healthcare call center operations ensuring service excellence and compliance. Collaborating with teams to support members and clients in a remote setting.
Responsibilities:
- Supervise daily healthcare call center operations to ensure quality customer service, operational efficiency, and compliance with service level agreements (SLAs)
- Support representatives with resolving complex customer inquiries while escalating service or operational concerns appropriately to leadership
- Review operational and client reports to ensure data integrity, policy compliance, and accurate transaction processing
- Train, mentor, and coach team members while supporting performance management, employee development, and hiring activities
- Collaborate with internal teams, leadership, and customers to improve processes, support service delivery, and maintain a positive customer experience
Requirements:
- Bachelor's degree in business management, healthcare administration, or related field; equivalent combination of education and experience may be considered
- 6+ years of customer service experience, including 2+ years of leadership or supervisory experience
- Healthcare experience preferred, including medical office, pharmacy, insurance, Medicaid/Medicare, healthcare call center, or related healthcare operations
- Experience working with customer service platforms, help desk software, telephone technology, and basic computer applications
- Strong communication, coaching, analytical problem-solving, and organizational skills with the ability to work independently in a remote environment
Benefits:
- generous, flexible vacation policy
- 401(k) employer match
- comprehensive health benefits
- educational assistance
- leadership and technical development academies
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