Call Center Supervisor

Call Center Supervisor OncoHealth is a leading digital health company dedicated to helping health plans, employers, providers, and patients navigate the physical, mental, and financial complexities of cancer through technology enabled services. Supporting more than 14 million people in the US and Puerto Rico, OncoHealth offers digital solutions for treatment review and virtual care across all cancer types. The Call Center Supervisor is responsible for leading and managing a team of Phone Intake specialists to ensure complete, accurate, and timely intake of cases and exceptional inbound call service performance. This role is accountable for team performance against service level agreements (SLAs), quality standards, and turnaround time (TAT) requirements. The supervisor provides coaching, performance management, and operational oversight while partnering cross-functionally to drive efficiency, compliance, and continuous improvement. Primary Responsibilities: Flexible to work rotational shifts inside our office hours from 8:00 a.m. 8:00 p.m. EST to cover the operational needs of the company. Shifts can range anywhere between Monday Friday 8:00 am to 8:00 pm EST and Saturdays 8:30 am - 6 pm EST (Office hours may change/extend upon operational needs) Team Leadership and Performance Management. Lead, coach, and develop a team of Phone Intake specialists, including onboarding, training, and ongoing performance management. Establish and maintain a culture that emphasizes two-way feedback, continuous quality improvement, and individual and team development. Conduct regular 1:1 meetings, call reviews, and quality feedback sessions to improve individual and team performance. Monitor real-time and historical performance metrics, including call volume, service levels, quality scores, and productivity. Address performance gaps through coaching plans, corrective actions, and recognition strategies. Operational Oversight & Workforce Management. Oversee daily inbound call operations to ensure adequate coverage and alignment with call volume and demand. May support inbound call queues during periods of high volume or staffing gaps to ensure adherence to service level agreements (SLAs). Partner with workforce management (WFM) or operations to optimize schedules, staffing levels, and queue performance. Ensure consistent adherence to call handling standards, documentation practices, and workflows. Escalate operational risks, capacity issues, or service level concerns in a timely manner. Quality, Compliance and Timeliness. Ensure all team activities meet internal quality standards, regulatory requirements, and audit expectations. Oversee adherence to turnaround time (TAT) requirements and service level agreements (SLAs). Review audit findings, identify trends, and implement corrective actions to improve compliance. Promote consistent, patient- and provider-centered communication across all interactions. Process Adherence & Continuous Improvement Identify trends in call drivers, system challenges, and workflow inefficiencies. Partner with leadership to recommend and implement process improvements and enhancements. Support adoption of updated workflows, tools, and communication standards across the team. Collaboration & Stakeholder Partnership. Collaborate with internal teams including Case Management, Customer Support, and Operations. Act as an escalation point for complex cases, provider concerns, or internal issues. Participate in cross-functional meetings to improve case flow, intake efficiency, and service experience. About You: High school diploma or equivalent required. Associate or bachelor's degree preferred, particularly in: Healthcare Administration, Health Information Management, Business Administration or a related field. Relevant experience may be considered in lieu of a degree. 35 years of experience in healthcare operations, call center leadership, utilization management, or a related field, including at least 12 years of people leadership experience. Strong leadership and coaching skills. Ability to manage high-volume operational environments. Strong analytical skills with ability to interpret performance data and metrics. Excellent communication and conflict resolution skills. High attention to detail and organizational skills. Ability to manage competing priorities and drive results through others. Systems/Tools: MS Office Suite proficient. Experience with call center platforms, case management systems, and workforce management tools preferred. Remote Work Requirements: Ability to remain seated for extended periods while working at a computer workstation and managing a high volume of inbound phone calls. Workspace must be PHI?compliant, ensuring privacy and always safeguarding protected health information. This includes: A private environment where conversations cannot be overheard Secure handling of all electronic and written information Compliance with HIPAA and company privacy standards Reliable internet connectivity, power supply, and equipment capable of supporting sustained call volume and system usage. Ability to maintain focus and productivity in a fast?paced, high?volume operational environment. About the Location: OncoHealth is committed to remote, hybrid or in office work options. The majority of the team will be remote or in hybrid work arrangements with offices in Atlanta, GA and Guaynabo, PR. We are open to employees nationwide but work primarily in the Eastern and Central Time Zones. Our Culture: Taking ownership of quick action, critically thinking through the needs, and working well with others are key competencies of team member success. Our leadership is dedicated to building a culture based on respect, clinical excellence, innovation all with a focused mission of putting patients first! We offer a full benefit package on your first day, along with a company bonus. You may visit or work from our very modern and engaging offices, and experience a fun, collaborative environment where social activities and community events matter. We enjoy being together! OncoHealth is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All employment decisions are based on qualifications, merit, and business need. The Opportunity: The cost of cancer related medical services and prescription drugs in the United States is expected to reach $246 billion by 2030. OncoHealth has enjoyed rapid growth over the past 3 years and seeks smart, collaborative people to join its team. We have just under 250 team members, so we can move swiftly but precisely to the market needs of our customers. Strongly backed financially by Arsenal Capital Partners & McKesson Corporation, we remain in an investment and growth mode. This means we are open-minded to how we get the work done now is the perfect time to talk to us! Our Current Solutions: Through the use of OncoHealth's utilization management system, OneUM, our customers can use a single e-Prior Authorization portal for all oncology drug request and treatments. Our system improves quality of care, reduces provider abrasion and gives health plans visibility into the total cost of oncology treatment. OncoHealth offers Oncology Insights Pro, an analytic software solution that enables health plans to use data and analytics to improve oncology programs. Using real world data, our engineers normalize data to create analytic dashboards with drill down compatibilities. The data is the paired with expert guidance providing the strategies an insight needed to keep up with the continuing evolving cancer treatment landscape. OncoHealth offers Pharmacy Consulting services to health plans and pharmaceutical companies. New cancer treatments are entering the market at an unrelenting pace. Since 2018, the FDA approved 121 new cancer applications including 49 novel cancer drug entities. Our Board-Certified Oncology Pharmacologists can help health plans update drug policies, offer utilization management and formulary advice, and development training for staff. OncoHealth's latest offering is Iris, a digital telehealth platform that delivers personalized, oncology-specific support to navigate the physical symptoms and emotional challenges caused by cancer and cancer treatment. Powered by technology, staffed 24X7, and delivered with empathy, Iris allows patients to connect with trained oncology experts and receive personalized, oncology-specific telehealth support.