Contact Center Supervisor, Amazon One Medical Customer Care

Amazon • Tempe, AZ

3d

About The Position

Amazon One Medical is transforming primary care by offering a platform that
makes healthcare more affordable, accessible, and enjoyable. Unlike traditional
doctor's office models, it addresses the frustrations of patients, providers,
employers, and health networks.

With a growing nationwide network, Amazon One Medical ensures members have easy
access to comprehensive care and 24/7 virtual services, enhancing the patient
experience through advanced technology. However, the company recognizes that
much work remains in healthcare transformation. As it expands, Amazon One
Medical is focused on building a diverse, driven, and empathetic team, where all
employees can thrive.

To continue its growth, Amazon One Medical is seeking passionate leaders to
manage people, processes, and technology. The Manager I, Customer Servicer plays
a vital role in delivering exceptional care, ensuring great experiences for both
patients and staff. This role involves implementing the company’s mission and
leading a team to maintain high-quality, patient-centered services.

The ideal candidate will be a strong people leader and problem-solver who excels
in creating efficient workflows and fostering team cohesion. They should be
self-aware, committed to learning, and able to focus on the bigger picture. The
role requires expertise in customer service, administrative work, and team
motivation, especially during times of change. This is a great opportunity for
someone eager to make a real impact while helping to shape the future of
healthcare.

Requirements

• Work flexible schedules/shifts/areas, including weekends, nights, and/or holidays
• Minimum of 1 years of experience leading customer or patient-facing teams OR 3+ years of in-depth back-end administrative experience in a patient-centered role within a multi-state primary healthcare company
• Proficient with Microsoft Suite and Google Suite applications.

Nice To Haves

• 2+ years of experience managing a high-volume contact center.
• Strong understanding of technology, software, and tools, including experience with IVR systems such as Nice-InContact.
• Experienced in navigating complex national markets and working within matrix healthcare organizations.
• Deep knowledge of region-specific healthcare systems with excellent written and verbal communication skills.
• Able to stay calm and composed to effectively resolve patient issues with minimal friction.
• Exceptional customer and patient service skills focused on delivering high-quality care.
• Proven ability to build collaborative team dynamics that foster a supportive and engaged culture.
• Skilled in talent development through mentorship, coaching, feedback, goal setting, and accountability.
• Demonstrated success in leading change management initiatives and driving process improvements.

Responsibilities

• Oversee daily operations of the inbound, outbound, and administrative (back office) centralized patient support center.
• Foster a positive team experience through onboarding, training, performance feedback, coaching, learning opportunities, and career development.
• Manage a team of 15+ specialists and prepare performance reports by collecting and analyzing their data for coaching and feedback.
• Audit team interactions for quality and compliance, providing feedback to improve patient interactions.
• Lead team meetings, share important updates, and drive key performance indicators (KPIs) to ensure patient satisfaction and continuous access to care (CSAT/NPS).
• Assist in setting weekly, monthly, and quarterly goals and action plans for the team.
• Monitor performance to identify and resolve operational issues, improving overall efficiency.
• Ensure patients have an exceptional experience by providing timely access to care, handling pre- and post-visit tasks, messages, calls, and resolving issues smoothly.
• Build an engaged team by effectively communicating using the CICARE framework and Amazon Leadership Principles to meet patient and team experience goals.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

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