Care Supervisor

Ardent • Coos, Douglas, Jackson, or Josephine Counties, OR, OR

2d • Remote

About The Position

The Care Supervisor is the organizational architect of our customer care ecosystem. Reporting to the Manager, Customer Care, you are responsible for the holistic performance of multiple teams, providing the air cover and strategic guidance that allows our Leads and Advisors to thrive. While the Lead focuses on the who and the how of daily interactions, the Supervisor focuses on the what and the why of the entire operation. In this role, you will lead our Care Leads and Advisors, ensuring they have the autonomy to mentor their staff and the resources to deliver exceptional service, while you focus on high-level KPI management, client liaison, and the long-term professional development of the department.

Requirements

• 2–4+ years of supervisory or management experience in a high-volume call center or BPO, specifically overseeing other leaders.
• Comfortable with data analysis and spotting trends.
• Ability to navigate difficult conversations with clients, clinical partners, and internal staff with professional poise and radical candor.
• Ability to design systems to eliminate friction points through technology or process redesign.
• Deep familiarity with HIPAA, healthcare privacy standards, and the nuances of the U.S. insurance landscape.
• Master-level ability to keep a distributed team engaged and motivated.
• Full-time (40+ hours) availability.
• Availability to support the operation during critical escalations outside of standard business hours.
• Expert-level proficiency with CRM administration (Salesforce/Zendesk), Slack, and advanced data reporting tools (Tableau/Excel).
• High-speed, stable internet connection (100 Mbps down / 20 Mbps up) with a wired router capability.
• Must be based in Douglas or Josephine Counties, Oregon.

Responsibilities

• Directly manage and mentor Care Leads and Advisors, auditing their performance to ensure high-quality execution of 1:1s.
• Ensure the "Ardent" culture’s integrity, modeling and maintaining it consistently across all employees.
• Take full accountability for department-wide metrics, including Service Level Agreements (SLAs), Average Handle Time (AHT), and Net Promoter Scores (NPS).
• Oversee scheduling strategy and headcount requirements.
• Ensure the team is staffed to meet patient demand during peak healthcare seasons and holiday shifts.
• Design and implement performance improvement plans (PIPs) and career laddering initiatives.
• Serve as the final internal point of escalation for high-stakes provider disputes or sensitive patient grievances.
• Synthesize raw data into weekly and monthly "Health of the Business" reports for senior leadership, highlighting risks, wins, and opportunities for automation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed