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

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

Supervisor, Healthcare Call Center

Key skills