Supervisor, Customer Service Management

Accountabilities:

- Oversee daily operations for an inbound and outbound patient access support team, ensuring efficient workflows and consistent customer service.

- Lead, coach, and develop remote team members through regular one-on-one meetings, performance feedback, goal setting, and development planning.

- Establish and maintain team-specific standard operating procedures, work instructions, performance metrics, and operational guidelines.

- Review daily, weekly, monthly, and quarterly performance metrics and communicate results, trends, and opportunities to leadership.

- Monitor key customer service indicators, including abandonment rates, service levels, after-call survey results, and first-call resolution.

- Manage team workflows, workgroups, and call activity to ensure appropriate coverage and timely resolution of customer needs.

- Participate in testing, solution development, and approval of program changes, including technology updates, platform enhancements, and business-rule modifications.

- Partner with management to implement new policies, procedures, and operational initiatives.

- Collaborate with internal business partners to investigate and resolve complex program-related issues.

- Maintain regular communication with clients and third-party partners through clear, professional written and verbal communication.

- Manage Workday-related responsibilities, including timecard and paid-time-off approvals.

- Prioritize competing responsibilities independently while meeting deadlines and responding effectively to changing business needs.

- Maintain compliance with applicable local, state, and federal requirements, including healthcare privacy and organizational compliance standards.

- Support a culture of continuous improvement, accountability, engagement, and professional development across the remote team.

Requirements:

- Bachelor’s degree in a related field preferred, or equivalent relevant professional experience.

- 2–3 years of demonstrated leadership experience within a call center or customer service environment preferred.

- Strong written and verbal communication skills, with the ability to interact effectively with employees, customers, clients, and business partners.

- Proven leadership and coaching capabilities, including the ability to motivate, engage, and develop employees working remotely.

- Strong troubleshooting, analytical, and problem-solving skills with the ability to identify practical solutions to operational challenges.

- Excellent time management and organizational skills, with the ability to prioritize multiple concurrent assignments and work with a sense of urgency.

- Comfortable working with performance metrics and using operational data to identify trends and improvement opportunities.

- Demonstrated commitment to personal development and the continued growth of team members.

- Ability to adapt to changing processes, priorities, technologies, and business requirements.

- Flexibility to work different shifts when additional coverage is required.

- Ability to work full-time, 40 hours per week, with availability during normal Monday–Friday business hours.

- Mandatory new-hire training availability from 8:00 a.m. to 5:00 p.m. Central Time .

- Ability to work independently in a dedicated, quiet, private, distraction-free home environment.

- Reliable high-speed broadband internet is required, with minimum requirements of 15 Mbps download, 5 Mbps upload, maximum 30 ms ping, and a hardwired connection to the router.

Benefits:

- Salary: Estimated annual range of $65,500–$93,550 , depending on factors including location, education, experience, skills, and internal pay equity.

- Full-time, 100% remote work within the United States.

- Company-provided computer, technology, and equipment required to perform the role.

- Medical, dental, and vision coverage.

- Paid time off.

- Health Savings Account (HSA).

- 401(k) savings plan.

- Flexible Spending Accounts (FSAs).

- Short- and long-term disability coverage.

- Paid parental leave.

- Work-life resources and healthy lifestyle programs.

- Access to earned wages before payday through myFlexPay.

- Opportunity to lead and develop a remote customer service team within a healthcare-focused environment.

- No bonus eligibility is specified for this position.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
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