Contact Center Supervisor

PainPoint Health • Atlanta, GA

6d • $50,000 - $62,000 • Remote

About The Position

DxTx Pain & Spine is a physician-aligned partner organization supporting independent, award-winning physicians nationwide. We provide scalable operational resources—including back-office support, compliance, finance, ASC services, and marketing—while preserving each practice’s autonomy and identity. You will lead a team of Customer Service Representatives (CSRs) and oversee daily contact center operations in a fast-paced, patient-centered setting. This role drives service excellence, resolves escalations, ensures quality standards, and supports continuous improvement through collaboration and strong communication.

Requirements

• 2+ years of call center leadership experience
• Experience with ACD, QA, and WFM tools
• Healthcare or medical call center experience
• Familiarity with HIPAA and patient data regulations
• Ability to analyze performance metrics and coach to results

Nice To Haves

• Experience with AI-enabled call centers (preferred)

Responsibilities

• Build a culture of accountability, collaboration, and continuous improvement
• Provide daily coaching, motivation, and performance feedback
• Conduct formal evaluations and regular coaching
• Manage second-level escalations and sensitive patient concerns
• Use QA tools and performance data to identify trends and implement improvements
• Maintain high-quality, compliant service aligned with KPIs
• Deliver structured coaching based on QA reviews
• Support HIPAA-compliant handling of patient data
• Oversee accurate and efficient patient registration and scheduling
• Monitor queues and adjust staffing to meet service levels
• Support CSRs with complex issues and communicate outcomes
• Collaborate with extended teams to maintain and improve workflows

Benefits

• Health, Dental & Vision Insurance
• Accident and Life/AD&D Insurance
• Short & Long-Term Disability
• Emergency Travel Assistance
• ID-Theft Protection Services
• LifeMart Employee Discount Program
• Health Savings Account (HSA)
• Health Management Tools
• PTO & Company Paid Holidays
• Paternal Leave
• 401(k) Retirement Plan
• Remote Stipend
• Travel Reimbursement
• Continuing Education Reimbursement
• Bonusly (employee recognition)
• DailyPay (on-demand pay access)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees