Supervisor, Customer Support
While this position is listed as hybrid, regular in-office attendance is required. Candidates should be prepared to commute to the San Francisco office on a consistent basis to support team collaboration and business needs.
About the role
The CS Supervisor is responsible for day-to-day oversight of the Sutter Sync Customer Support team while also functioning as a working supervisor who actively handles patient calls on a daily basis. This role ensures consistent workflow execution, timely patient support, effective team coaching, and clear escalation pathways. The supervisor serves as the first point of contact for dissatisfied patient escalations, helping resolve concerns in real time while monitoring workload, quality, and staffing capacity so the team can support current demand, proactive outreach, and continued program growth.
Responsibilities include planning, organizing, staffing, monitoring, coordinating, integrating, standardizing, assessing, and improving the day-to-day operations in the assigned areas.
Responsibilities
- Oversee day-to-day operations of the Sutter Sync Customer Support team
- Act as a working supervisor handling patient calls daily
- Ensure consistent workflow execution and timely patient support
- Provide effective team coaching and establish clear escalation pathways
- Serve as the first point of contact for dissatisfied patient escalations, resolving concerns in real time
- Monitor workload, quality, and staffing capacity to meet demand and support program growth
- Plan, organize, staff, monitor, coordinate, integrate, standardize, assess, and improve operations
- Monitor queue activity, agent performance, call volume, and service levels using Genesys or similar platforms
- Use Epic for CRM, In Basket, patient chart review, documentation, and routing workflows
- Monitor call, CRM, and In Basket volume to support timely follow-up and staffing decisions
- Conduct call quality reviews, resolve patient escalations, coach staff, standardize workflows, and drive process improvements
Requirements
- High School Diploma or General Education Diploma (GED)
- 5 years of recent relevant experience
Preferred Experience
- Healthcare customer support, contact center, patient access, or virtual care team supervision
- Experience as a working supervisor supporting frontline calls, escalations, coaching, and workload balancing
- Experience using Genesys or a similar contact center platform
- Experience using Epic, including CRM, In Basket, patient chart review, documentation, and routing workflows
- Experience monitoring call, CRM, and In Basket volume to support timely follow-up and staffing decisions
- Experience with call quality review, patient escalation resolution, staff coaching, workflow standardization, and process improvement
Skills and Knowledge
- Critical thinking, complex problem solving, and multi-tasking
- Decisive judgment and ability to work with minimal supervision
- Ability to work in a demanding, fast-paced environment balancing multiple priorities
- Strong verbal and written communication skills
- Ability to work with accuracy and speed in a fast-paced environment
- Self-organization and ability to work with minimal supervision
- Ability to remain calm and focused in a chaotic and/or noisy environment
- Accurate and fast typing skills
- Ability to operate a multi-line phone
- Proficiency in using databases to access and document information
- Ability to operate office equipment such as printers, faxes, photocopiers, and document imaging systems
Schedule
- Full-time, 40 hours per week
- Day shift (Monday - Friday)
- Weekend work as needed
Pay
Annual salary range: $101,462.40 to $152,193.60. The compensation range may vary based on the geographic location where the position is filled. Total compensation considers multiple factors, including, but not limited to, a candidate’s experience, education, skills, licensure, certifications, departmental equity, training, and organizational needs.
Benefits
Eligible positions include a comprehensive benefits package.