Supervisor, Customer Support

Sutter Health•San Francisco, CA

2d•$101,462 - $152,194•Hybrid

About The Position

The CS Supervisor is responsible for day-to-day oversight of the Sutter Sync Customer Support team while also functioning as a working supervisor who actively handles patient calls on a daily basis. This role ensures consistent workflow execution, timely patient support, effective team coaching, and clear escalation pathways. Is responsible for planning, organizing, staffing, monitoring, coordinating, integrating, standardizing, assessing and improving the day-to-day operations in the assigned areas. The supervisor serves as the first point of contact for dissatisfied patient escalations, helping resolve concerns in real time while monitoring workload, quality, and staffing capacity so the team can support current demand, proactive outreach, and continued program growth. While this position is listed as hybrid, regular in-office attendance is required. Candidates should be prepared to commute to the San Francisco office on a consistent basis to support team collaboration and business needs.

Requirements

HS Diploma or General Education Diploma (GED)
5 years recent relevant experience
Critical thinking
Complex problem solving
Multi-tasking
Decisive judgment
Ability to work with minimal supervision
Ability to work in a demanding, fast-paced environment balancing multiple priorities while taking appropriate actions in challenging situations.
Verbal and written communication skills.
Ability to work with accuracy and speed in a fast-paced environment.
Ability to self-organize and work with minimal supervision.
Ability to remain calm and focused in a chaotic and/or noisy environment.
Ability to type with accuracy and speed.
Ability to operate multi-line phone.
Ability to utilize databases to access and document information.
Ability to operate office equipment such as printers, faxes, photocopiers and document imaging systems.

Nice To Haves

Healthcare customer support, contact center, patient access, or virtual care team supervision.
Experience as a working supervisor supporting frontline calls, escalations, coaching, and workload balancing.
Experience using Genesys or a similar contact center platform to monitor queue activity, agent performance, call volume, and service levels.
Experience using Epic, including CRM, In Basket, patient chart review, documentation, and routing workflows.
Experience monitoring call, CRM, and In Basket volume to support timely follow-up and staffing decisions.
Experience with call quality review, patient escalation resolution, staff coaching, workflow standardization, and process improvement.

Responsibilities

Day-to-day oversight of the Sutter Sync Customer Support team.
Functioning as a working supervisor who actively handles patient calls on a daily basis.
Ensuring consistent workflow execution, timely patient support, effective team coaching, and clear escalation pathways.
Planning, organizing, staffing, monitoring, coordinating, integrating, standardizing, assessing and improving the day-to-day operations in the assigned areas.
Serving as the first point of contact for dissatisfied patient escalations.
Helping resolve concerns in real time.
Monitoring workload, quality, and staffing capacity.
Supporting current demand, proactive outreach, and continued program growth.