Call Center Supervisor

Call Center Supervisor We are seeking an experienced Case Manager Supervisor to lead and support a team responsible for providing high-quality service to patients and healthcare providers. The Case Manager Supervisor will oversee day-to-day team operations, coach and mentor Case Managers, monitor performance and quality metrics, support onboarding and training, and ensure compliance with healthcare policies and regulations, including HIPAA. The ideal candidate has strong healthcare call center, patient services, customer service, or case management leadership experience, along with a proven ability to manage KPIs, resolve escalated issues, improve processes, and maintain a high level of patient service. Key Responsibilities Supervise, coach, mentor, and support a team of Case Managers and/or healthcare customer service representatives. Monitor team performance using KPIs and operational metrics, including productivity, quality, customer satisfaction, and service levels. Conduct regular performance discussions, provide feedback, establish performance goals, and maintain accountability. Support onboarding of new employees and identify training and development opportunities. Partner with training and leadership teams to improve employee skills and productivity. Ensure team compliance with company policies, procedures, SOPs, work instructions, and healthcare regulations, including HIPAA. Handle escalated patient, healthcare provider, and logistical concerns and ensure timely resolution. Maintain high standards for patient confidentiality, data quality, and documentation. Monitor staffing and scheduling needs to support program requirements. Review and help update call guides, SOPs, work instructions, and job aids. Partner with leadership to develop and implement quality assurance processes. Track operational metrics and prepare reports and updates for leadership and stakeholders. Identify workflow, system, and process improvements that increase efficiency, accuracy, productivity, and overall program performance. Collaborate with cross-functional teams to implement new processes, strategies, and best practices. Support a patient-focused culture while ensuring operational and compliance requirements are met. Travel of up to 10% may be required. Perform other duties as assigned. Required Qualifications Bachelor's degree in Healthcare Administration, Business Management, or a related field. Minimum of 4 years of professional experience, including approximately 3 years in a supervisory/leadership role in a call center environment, preferably healthcare. Strong understanding of healthcare call center operations, KPIs, quality metrics, and applicable healthcare regulations. Demonstrated experience leading, coaching, and developing employees. Strong problem-solving and escalation-management skills. Excellent communication and interpersonal skills. Ability to work with multiple systems and technology platforms simultaneously. Proficiency with CRM/customer service systems and Microsoft Office. Ability to work effectively in a fast-paced environment and manage multiple priorities. Preferred Qualifications Healthcare patient services experience. Experience supervising Case Managers, Patient Support Specialists, Customer Experience Advocates, Patient Services Representatives, or similar healthcare contact-center employees. Experience with patient assistance, benefits verification, specialty pharmacy, medication shipment, or other patient support programs. Experience developing or implementing SOPs, work instructions, job aids, or quality assurance processes. Experience working with healthcare providers, patients, specialty pharmacies, or pharmaceutical programs. Ability to exercise independent judgment and make decisions in a fast-paced environment. Strong customer focus, collaboration, initiative, and results-oriented approach. What We're Looking For The successful candidate will combine people leadership with strong healthcare operations experience. This is not simply a senior Case Manager positionthe person will be responsible for leading a team, monitoring performance, managing escalations, ensuring quality and compliance, and improving operational processes.