Call Center Supervisor

Radiant Health•Marion, IN

19d•Onsite

About The Position

Radiant Health is seeking a Call Center Supervisor to lead our centralized Call Center and help ensure every client has a consistent, welcoming, and reliable experience from their first point of contact. The Call Center Supervisor provides day-to-day leadership and operational oversight for Call Center Representatives while monitoring call activity, staffing, workflow, and service quality. This is a working supervisor role, meaning you’ll lead the team while also stepping in to provide direct Call Center or front-desk coverage when operational needs require it. In this role, you’ll work closely with the Director of Practice Management and Managers of Support Services to coordinate staffing and coverage across Radiant Health locations, support efficient administrative processes, and identify opportunities to improve access and the client experience.

Requirements

High school diploma or GED required.
Minimum of two (2) years of experience in customer service, call center operations, healthcare administration, front-desk operations, scheduling, or a related setting required.
Demonstrated proficiency with telephone systems, Microsoft applications, electronic scheduling or health-record systems, data entry, and performance reporting.

Nice To Haves

Associate degree in business, healthcare administration, human services, or a related field preferred.
Previous leadership, supervisory, team-lead, training, or staff-coordination experience preferred.
Experience in behavioral health, healthcare access, registration, insurance, or multi-site administrative operations is preferred.

Responsibilities

Provide day-to-day supervision, workload direction, coaching, accountability, performance feedback, and performance evaluation for assigned Call Center Representatives.
Ensure appropriate Call Center staffing and coverage during established operating hours and adjust work assignments based on call volume and operational needs.
Participate directly in the Call Center queue during peak demand, employee absences, training, lunch coverage, or other operational needs.
Monitor incoming and outgoing call activity, queue performance, shared voicemail, and other available telephone-system data to identify service, staffing, routing, and workflow concerns.
Coordinate planned and unplanned Client Access/front-desk coverage with Managers of Support Services across Radiant Health locations, including PTO, call-offs, sick leave, vacancies, and other staffing gaps.
Coordinate deployment of available float staff and other approved cross-trained resources based on organizational need, client volume, and service priorities.
Provide direct Call Center or basic Client Access/front-desk coverage when needed to maintain essential operations.
Maintain standardized Call Center procedures, routing information, staff directories, service information, escalation resources, and reference materials.
Monitor shared Call Center voicemail and ensure messages and callbacks are assigned and completed within established expectations.
Review employee performance related to call responsiveness, scheduling and documentation accuracy, professionalism, routing, assigned outreach, and adherence to established procedures.
Provide coaching, training, and corrective feedback when performance or service concerns are identified.
Coordinate onboarding, cross-training, competency development, and ongoing education for Call Center staff.
Maintain sufficient cross-training to support designated basic Client Access/front-desk functions during operational coverage needs.
Collaborate with Managers of Support Services, Client Access, Medication Clinic, Crisis, IT, Revenue/Data staff, and other departments to resolve recurring telephone, scheduling, registration, and access issues.
Monitor Call Center and applicable front-end performance indicators and provide routine reporting, trends, barriers, and recommendations to the Director of Practice Management.
Identify opportunities to improve centralized call handling, reduce unnecessary transfers, improve administrative efficiency, and enhance the client experience.
Ensure assigned staff comply with HIPAA, confidentiality, security, organizational policy, and customer-service expectations.
Participate in organizational quality improvement, training, process improvement, and operational planning activities as assigned.
Perform other related duties as assigned.
To support a safe and healthy environment for the individuals we serve and for one another, all employees of Radiant Health are required to comply with organizational health and infection prevention requirements as a condition of employment. This includes providing documentation of immunization status, completing required health screenings, and adhering to communicable disease prevention protocols applicable to the role and work environment. Radiant Health will review requests for reasonable accommodation in accordance with applicable federal and state law.