Supervisor, Call Center (Hybrid Remote, must live in Denver Metro Area)

Denver Health•Denver, CO

6d•$56,600 - $82,100•Hybrid

About The Position

Under minimal supervision, the Call Center Supervisor oversees the daily operations of a healthcare customer service or patient support call center, ensuring high-quality service, regulatory compliance, and operational efficiency. This role is responsible for supervising call center representatives, monitoring performance metrics, coaching staff, resolving escalated patient or member concerns, and ensuring adherence to healthcare policies, privacy regulations, and organizational standards. Collaborates closely with internal departments and stakeholders to align service delivery, resolve operational issues, improve processes, and support organizational goals. The supervisor works closely with management to achieve service-level goals, improve patient and member satisfaction, support continuous process improvement initiatives and demonstrates proficiency in key call center metrics and telephony systems to ensure adherence to departmental standards.

Requirements

High School Diploma or GED Required
1-3 years Contact Center Experience Required
Excellent verbal and written communication skills; uses interpretation services when needed to assist callers.
Excellent customer service skills.
Excellent organizational and leadership skills
Ability to quickly learn systems administration for new systems procured by department operations.
Ability to work in a fast and intense environment, responding to multiple inquiries, researching specialized industry resources, following specific protocols, and accurately documenting all information received and provided.
Strong critical thinking and problem-solving skills; exercises initiative and professional judgment in selecting proper resources and actions.
Demonstrates intermediate to advanced computer proficiencies, including excellent typing skills and the ability to work among multiple databases.
Demonstrates advanced Microsoft Office skills, specifically Word, Excel, and Power Point.
Demonstrates or possesses ability to demonstrate proficiency across MedInquirer.

Nice To Haves

Must live in Denver Metro Area

Responsibilities

Ensures peer quality and audio review so that all cases handled meet departmental performance standards following established QA procedures.
Accepts feedback for the purpose of quality improvement, positive team building and training in a courteous and professional manner.
Completes training as assigned or planned.
Has the ability to comprehend and appropriately use medical terminology and can read, understand and interpret information provided and questions asked.
Completes a variety of administrative tasks including case reconciliation, transmission, and management of email inboxes and calendars.
Provides leadership and supervision to staff daily and serves as the primary resource for staff on workflow, process and administrative issues.
Demonstrates highly developed communication skills enabling call center management and teamwork.
Inspires trust and is approachable.
Provides Team support with patience, respect and equality.
Utilizes problem solving skills and knowledge of call center systems to troubleshoot or escalate call center staff issues.
Conducts applicable call center staff meetings.
Completes annual performance evaluations for all applicable call center staff.
Ensures the generation of internal and client requested tailored reports within the variety of call center systems as applicable.
Maintains and manages client documents within various data systems.
Develops and manages reference documents and any additional internal documents that call center staff utilize.
Acts as a point of client contact to address and escalate current issues, new projects/training, coordinates teleconferences and manages client requirements.
Develops and implements processes to ensure client contractual obligations and service levels are met or exceeded.
Develops and implements work schedules and assignments to ensure appropriate staffing on and off phones to meet anticipated volume, required service levels and training needs.
Regularly monitors call queue, distribution, volume and service levels adjusting staffing and assignments to meet changes.
As needed, directs telephone coverage during periods of high volume, staff shortages and emergencies.
Responsible for maintaining appropriate staffing resources including recruitment and retention.
Coordinates and plans training and other activities of current and new staff.
Manages training documentation of staff and provides feedback and training or retraining when applicable.
Perform front-line responsibilities as needed, including but not limited to handling inbound calls, supporting chats, managing work queues, responding to inquiries, and completing administrative tasks to ensure efficient department operations.

Benefits

Generous paid time off, fully paid parental leave, exceptional retirement contributions, comprehensive health coverage, and nationally recognized well-being programs.
Tuition assistance, career advancement pathways, and professional development.
Meaningful financial advantages through loan forgiveness eligibility and employer contributions.
Paid time off starting at 28 days per year, inclusive of vacation, personal/sick, and 7 Holidays
100% paid parental leave up to 6 weeks
Immediate eligibility for retirement plans with employer contribution up to 9.5%
Generous medical, dental, vision plans in addition to employer paid disability and life insurance.
Comprehensive well-being programs including on-site employee fitness center located on Denver Health main campus and nationally recognized RESTORE Center
Free RTD EcoPass (public transportation)
Childcare discount programs & exclusive perks on large brands, travel, and more
Tuition reimbursement & assistance
Education, coaching, and professional development opportunities through the Workforce Development Center (WFDC) that support internal career growth and advancement pathways
Professional clinical advancement program & shared governance
Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program
National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer