Contact Center Supervisor, Amazon One Medical Customer Care

Key job responsibilities

• Oversee daily operations of the inbound, outbound, and administrative (back office) centralized patient support center.
• Foster a positive team experience through onboarding, training, performance feedback, coaching, learning opportunities, and career development.
• Manage a team of 15+ specialists and prepare performance reports by collecting and analyzing their data for coaching and feedback.
• Audit team interactions for quality and compliance, providing feedback to improve patient interactions.
• Lead team meetings, share important updates, and drive key performance indicators (KPIs) to ensure patient satisfaction and continuous access to care (CSAT/NPS).
• Assist in setting weekly, monthly, and quarterly goals and action plans for the team.
• Monitor performance to identify and resolve operational issues, improving overall efficiency.
• Ensure patients have an exceptional experience by providing timely access to care, handling pre- and post-visit tasks, messages, calls, and resolving issues smoothly.
• Build an engaged team by effectively communicating using the CICARE framework and Amazon Leadership Principles to meet patient and team experience goals.

About the team

We're a collaborative, innovative group committed to breaking down barriers in healthcare. Our team thrives on solving complex challenges, supporting each other, and creating pathways for exceptional patient experiences. We believe in continuous learning, mutual respect, and driving meaningful change in healthcare delivery.

Basic Qualifications

• Work flexible schedules/shifts/areas, including weekends, nights, and/or holidays
• Minimum of 1 years of experience leading customer or patient-facing teams OR 3+ years of in-depth back-end administrative experience in a patient-centered role within a multi-state primary healthcare company
• Proficient with Microsoft Suite and Google Suite applications.

Preferred Qualifications

• 2+ years of experience managing a high-volume contact center.
• Strong understanding of technology, software, and tools, including experience with IVR systems such as Nice-InContact.
• Experienced in navigating complex national markets and working within matrix healthcare organizations.
• Deep knowledge of region-specific healthcare systems with excellent written and verbal communication skills.
• Able to stay calm and composed to effectively resolve patient issues with minimal friction.
• Exceptional customer and patient service skills focused on delivering high-quality care.
• Proven ability to build collaborative team dynamics that foster a supportive and engaged culture.
• Skilled in talent development through mentorship, coaching, feedback, goal setting, and accountability.
• Demonstrated success in leading change management initiatives and driving process improvements.