Customer Service Supervisor

About The Company

Optum Insight is a leading organization dedicated to transforming the healthcare industry through innovative data management and technology solutions. Our mission is to improve the flow of health data and information, creating a more connected and efficient healthcare system. We work tirelessly to remove friction between care providers, payers, and consumers, enabling better decision-making, cost reduction, and enhanced patient outcomes. With deep industry expertise and cutting-edge technology, Optum Insight empowers healthcare organizations to manage risks effectively, improve quality of care, and drive revenue growth. Our commitment to excellence and innovation positions us as a trusted partner in the healthcare landscape, dedicated to making a positive impact on lives across the nation.

About The Role

The Customer Service Supervisor is a vital leadership role within our remote call center operations. This position oversees a team of customer service agents responsible for supporting healthcare providers across various specialties, including Pediatrics, Internal Medicine, Women's Health, and more. The supervisor ensures that call center agents meet contractual service obligations by effectively managing scheduling, attendance, and performance metrics. As the first point of contact for many providers and their patients, our agents play a crucial role in delivering an exceptional patient experience. The role requires a proactive leader who can motivate and guide their team, monitor real-time activities, and analyze call volume patterns to ensure optimal staffing levels. The supervisor will also be responsible for reporting, coaching, and fostering a positive work environment that aligns with our organizational goals. This full-time position operates Monday through Friday during standard business hours, with flexibility for occasional overtime to meet business needs.

Qualifications

• High School Diploma or GED
• Must be 18 years of age or older
• Minimum of 2 years of customer service experience within a call center environment
• At least 1 year of supervisory or managerial experience in a call center setting
• Proven experience in managing direct reports, mentoring, and coaching
• Experience monitoring and driving key performance indicators (KPIs) in a contact center
• Proficiency in Microsoft Word, Excel, and Outlook
• Ability to work flexible full-time shifts during normal business hours (8:00 am - 5:00 pm MST)

Responsibilities

• Plan, organize, direct, and lead a team of customer service agents to support healthcare providers
• Manage scheduling, attendance, and performance of team members
• Conduct interviews and screen applicants for open positions
• Monitor real-time and intra-day activities to ensure operational goals are met
• Track and manage contact center schedule adherence accurately
• Prepare and distribute daily, weekly, monthly, and ad hoc performance reports to management
• Analyze call volume data, arrival patterns, and staffing requirements to develop long-term forecasts
• Communicate effectively with team members and cross-divisional stakeholders
• Provide coaching, feedback, and development opportunities to team members
• Ensure compliance with organizational policies and healthcare regulations, including HIPAA guidelines

Benefits

• Competitive salary range from $49,700 to $88,800 annually, commensurate with experience and location
• Comprehensive benefits package including health, dental, and vision insurance
• 401(k) retirement plan with company contributions
• Incentive and recognition programs to reward performance
• Equity stock purchase options
• Paid time off and holidays
• Extensive training and professional development opportunities
• Remote work flexibility with a dedicated home office environment