Supervisor - AT - 2nd shift (3:00-11:00 CST)

About This Role

The Supervisor – Clinical Operations provides frontline leadership for a team supporting AT notification workflows in a fast-paced healthcare contact center environment. This role is responsible for daily call center operations, achieving operational efficiency, by balancing service delivery, quality, regulatory compliance, customer satisfaction, and employee engagement.

Responsibilities

• Team Management
  • Lead, coach, and develop a team of 12+ non-exempt employees while fostering a culture of accountability, collaboration, engagement, and continuous learning.
  • Establish clear performance expectations and provide regular coaching through one-on-one meetings, and real-time feedback.
  • Foster a positive and inclusive work environment that promotes employee engagement, recognition, and retention.
  • Address employee performance, attendance, behavioral concerns, and policy violations through timely coaching and corrective action in partnership with the AT Manager, Employee Relations HR team.
  • Participate in recruiting, interviewing, hiring, onboarding, and training new employees.
• Operational Leadership
  • Direct day-to-day operations to ensure production, quality, turnaround time, and service level expectations are consistently achieved.
  • Continuously monitor operational performance and make real-time staffing and workflow adjustments to meet changing business demands.
  • Lead daily operational huddles to communicate team performance health, priorities, remove barriers, and recognize team accomplishments.
  • Serve as the primary escalation point for operational issues requiring immediate leadership intervention.
  • Ensure proper operational coverage across shifts, breaks, meetings, and planned or unplanned absences.
• Workforce and Performance Management
  • Partner closely with Manager on staffing plans, schedules, attendance and Work in Office adherence, overtime utilization, PTO planning, and resource allocation.
  • Monitor individual and team performance using key operational metrics including productivity, quality, service levels, customer satisfaction, and compliance.
  • Analyze performance trends and work with AT Manager to develop targeted action plans to improve operational effectiveness.
  • Utilize operational dashboards and reporting tools to identify opportunities for improvement and communicate results to leadership.
  • Drive accountability through consistent coaching, recognition, and performance improvement plans when appropriate.
• Customer Experience & Service Excellence
  • Champion a culture focused on delivering exceptional service upholding our company values.
  • Lead service recovery efforts by escalating to AT Manager all complex issues in a timely manner.
  • Identify recurring operational trends, communicating actionable recommendations to AT Manager.
• Quality, Compliance & Continuous Improvement
  • Ensure compliance with HIPAA, Good Clinical Practice (GCP), company policies, accreditation standards, and all applicable state and federal regulatory requirements.
  • Review Quality Assurance findings to identify trends, implement corrective actions, and drive continuous coaching initiatives.
  • Lead operational improvement initiatives that enhance quality, productivity, customer satisfaction, and employee effectiveness.
  • Support implementation of new processes, technologies, and organizational initiatives while driving employee adoption and change readiness.

Qualifications

• BSN or BS in a related field or discipline is preferred.
• Current RN, paramedic license or CCT certification.
• Minimum of 2 years' experience as an XT or AT notifier, Advanced Patch Technician, Dual Service Technician, Lead Clinical Technician or comparable role.
• Proven success in a formal or informal leadership capacity; providing guidance and coaching to other employees.
• Supervisory or Lead level experience in clinical operations, healthcare operations, or a related production environment preferred.
• Experience managing operational performance, queue-based workflows, stakeholder escalations, service-level adherence, quality outcomes, and staffing models in a fast-paced clinical or healthcare operations environment required.
• Experience managing clinical operational workflows, overseeing day-to-day service delivery in high-volume environments.
• Strong communication skills to collaborate effectively with clinical, operational, and leadership teams.
• Demonstrated experience managing customer service in high-volume settings and implementing recovery processes to enhance customer satisfaction.

Pay & Schedule

• Position travel requirement of 15% within the U.S only.
• Ability to adapt to a fast-paced, evolving work environment.
• Ability to meet hybrid IDTF requirements; as required by business needs.
• Location: San Francisco
• Estimated Pay Range: $90,000.00 - $113,000.00