Supervisor, Care Operations (Remote)

Careforth•Boston, MA

8d•Remote

About The Position

Reporting to the Manager, Care Operations, the Supervisor, Care Operations oversees the day-to-day operations of the team that provides centralized, administrative support to care teams, caregivers, and consumers, enabling the efficient and effective delivery of high-quality care services at scale. This role oversees high-volume inbound/outbound contact activity, document and data management, Cost Share (the Medicaid-determined portion of service cost owed directly by the consumer) and caregiver pay support, and new caregiver credentialing intake, while ensuring timely, accurate, and compassionate service. This individual supports staff performance and development, drives consistency across systems and workflows, and partners closely with clinical and other cross-functional teams to ensure requests are triaged and routed appropriately.

Requirements

3+ years of customer service, contact center, or administrative operations experience; experience in healthcare or human services strongly preferred
Demonstrated experience leading, coaching, or supervising others, with the ability to hold a team accountable
Experience with Salesforce or a similar case management/CRM platform; comfortable managing high-volume phone, email, and queue/ticketing activity
Strong attention to detail and experience maintaining data integrity in a regulated environment
Strong written and verbal communication skills, with a compassionate, patient-centered approach

Responsibilities

Supervise the Care Management Support Specialist and Office Assistant teams, ensuring timely, accurate, and compassionate service across high-volume inbound and outbound interactions, including phone, email, and case/ticket management activities.
Serve as the primary escalation and coordination point for support-related inquiries, ensuring timely routing and resolution of requests.
Coordinate daily service operations, including case resolution, cost share support, caregiver pay inquiries, and escalation management, partnering with internal stakeholders to resolve complex issues.
Oversee documentation and data management processes, including Stipend Verification Letters, case management system data entry, and related records, ensuring accuracy, completeness, and timely processing.
Coordinate caregiver onboarding support activities, including credentialing intake requirements, in partnership with the Caregiver Credentialing team.
Coach, develop and hold team members accountable for service, quality, and performance expectations.
Monitor service levels, workload distribution, and operational metrics to identify trends, improve workflows, and optimize system utilization.
Ensure appropriate scheduling, coverage, and resource allocation to meet departmental service expectations, providing direct support during periods of high demand as needed.
Maintain quality and compliance standards through regular review of documentation, data entry, and operational processes.
Perform other projects and duties as assigned