Call Center Supervisor

Fair Haven Community Health Care•New Haven, CT

3d•Remote

About The Position

The Call Center Supervisor is responsible for the daily supervision and operational oversight of a remote team of Call Center Representatives. This position ensures timely patient access, exceptional customer service, and achievement of departmental performance goals through workforce management, real-time operational oversight, quality monitoring, employee coaching, and continuous process improvement. Working in partnership with the Call Center Manager and operational leadership, the Supervisor promotes operational excellence, regulatory compliance, and a high-quality patient experience. The Call Center Supervisor works closely with patients, providers, and operational leadership while overseeing daily call center operations.

Requirements

High School Diploma or GED required; Associate's degree preferred.
Minimum of five (5) years of experience in a high-volume healthcare call center or patient access environment and a minimum of two (2) years of supervisory or leadership experience is required.
Experience with electronic health record systems is also required, use of Epic preferred.
Strong leadership, coaching, conflict resolution, and interpersonal skills.
Excellent analytical, organizational, and communication skills.
Ability to manage multiple priorities in a fast-paced environment while meeting established performance goals.
Bilingual (English/Spanish) a must.

Nice To Haves

Experience leading remote or hybrid teams is preferred.

Responsibilities

Supervise, coach, mentor, and develop assigned Call Center Representatives.
Conduct performance evaluations, one-on-one meetings, competency assessments, and ongoing staff development.
Monitor attendance, schedule adherence, productivity, and employee engagement.
Monitor inbound call queues, service levels, wait times, abandonment rates, and staffing throughout the day.
Coordinate staffing adjustments, breaks, and lunches to maintain service levels.
Serve as the primary escalation resource for workflow, scheduling, and patient concerns.
Conduct routine call quality reviews, documentation audits, and workflow compliance monitoring.
Ensure compliance with organizational policies, HIPAA, and patient confidentiality standards.
Analyze operational and productivity metrics to identify trends and opportunities for improvement.
Prepare and communicate operational performance reports to leadership.
Participate in recruitment, onboarding, orientation, training, and cross-training of staff.
Collaborate with the Patient Access leadersip to implement workflow improvements, operational initiatives, and departmental goals.
Provides frontline support by answering inbound calls, completing outbound outreach, assisting with appointment recapture, and supporting representatives during periods of high call volume.