Supervisor Call Center - Inova Cares

Inova • United States,

1d • Hybrid

About The Position

The Supervisor Call Center provides day-to-day leadership and operational oversight of team members within the call center. This role ensures that staff deliver excellent patient service, meet performance expectations, and adhere to established processes and standards. The Supervisor partners with the manager to implement workflows, monitor team performance, and support staff development. This position balances supervisory responsibilities with direct support of patient service operations as needed.

Requirements

• 4 years of relevant experience
• 1 year of supervisory experience
• High School or GED

Nice To Haves

• Bilingual proficiency (Spanish) to support a diverse patient population
• Previous experience as a Team Lead or Patient Service Representative IV within the Inova Cares Call Center.
• Proven ability to coach and support frontline staff, address escalated patient concerns, and contribute to performance management efforts
• Associate’s degree preferred (Healthcare Administration, Business, or related field preferred)

Responsibilities

• Supervises daily operations of team members in assigned areas to ensure department goals and service standards are met.
• Utilizes work force manager and employee engagement manager to provide coaching, mentoring, and performance feedback; addresses behavioral or performance concerns and escalates when appropriate.
• Monitors call center (Real Time) metrics (call times, volume, wait times, scheduling accuracy, customer satisfaction) and takes corrective actions as needed.
• Supports Team Leads in resolving escalated patient concerns and ensures professional communication with patients, staff, and physicians.
• Coordinates staff scheduling, attendance, and time-off requests to maintain adequate coverage.
• Partners with the manager to deliver corrective actions based on performance, deliver training, workflow updates, and policy changes.
• Identifies opportunities for process improvements and recommends enhancements to increase efficiency and patient satisfaction.
• Collaborates with leadership and peers to support department initiatives and patient outreach projects.
• Provides backup coverage for inbound/outbound calls and scheduling when necessary.
• Performs other related duties as assigned.

Benefits

• medical, dental and vision coverage
• a robust team member wellness program
• Inova matches the first 5% of eligible contributions – starting on your first day.
• up to $5,250 per year in education assistance
• up to $10,000 for student loans
• 25 mental health coaching or therapy sessions, per person, per year, at no cost.
• paid time off
• paid parental leave
• flexible work schedules

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED