Operations Supervisor

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Lead, guide, and mentor a team of direct reports to ensure outstanding patient service.

• Supervise the onboarding process for new hires and assess training requirements.

• Partner with training leadership to facilitate skill enhancement.

• Evaluate team performance using KPIs and metrics.

• Conduct performance evaluations, establish objectives, and ensure adherence to policies and healthcare regulations, including HIPAA.

• Collaborate with business partners to achieve program objectives, develop SOPs, and ensure compliance.

• Oversee staff scheduling and uphold data quality standards.

• Implement and refine operational processes to enhance accuracy and efficiency.

• Develop and execute SOPs, work instructions, and job aids.

• Review and update call guides as necessary.

• Establish and implement quality assurance protocols.

• Address escalated patient issues and logistical challenges.

• Monitor operational metrics and provide reports and updates to management and stakeholders.

• Suggest improvements to workflow, systems, and processes.

• Work collaboratively with cross-functional teams to execute strategies and best practices.

• Perform additional tasks as assigned.

⛳️ Requirements

• Bachelor’s Degree in Healthcare Administration, Business Management, or a related field.

• A minimum of 4 years of professional experience.

• At least 3 years of supervisory experience in a call center setting, preferably in the healthcare sector.

• Strong grasp of call center operations, KPIs, and healthcare regulations.

• Demonstrated leadership abilities with a talent for inspiring and motivating a team while ensuring accountability.

• Proficiency in call center software, CRM tools, and Microsoft Office Suite.

• Capability to exercise independent judgment.

• Ability to manage deliverables in a high-paced environment.

• Outstanding customer focus, collaborative spirit, proactive initiative, results-driven, and business solution-oriented mindset.

🏝️ Benefits

• Up to 10% travel may be required.

• Inclusive interview process and support for reasonable accommodations.

• Equal opportunity employment.