Supervisor I Contact Center - Kelsey Seybold Clinic - Patient Access Center - Remote

About Our Client

The organization operates a multi-specialty healthcare clinic with over 40 locations throughout Houston. It offers coordinated and accountable care through more than 900 medical providers across 65 specialties. The company focuses on delivering high-quality care, enhancing patient satisfaction, and reducing total costs.

About the Opportunity

The Supervisor I Contact Center leads a team of Healthcare Service Representatives to achieve service and performance goals within the Contact Center. This role involves coaching and supporting the team, ensuring adherence to policies, and collaborating with clinical partners. The position plays a key role in maintaining quality standards and driving operational improvements.

Responsibilities

• Identify training and performance needs and develop action plans to improve team performance
• Monitor phone and work queue metrics to sustain service levels
• Collaborate with Workforce Management to optimize team productivity
• Serve as an escalation point for providers and clinical staff
• Ensure compliance with Corporate and Contact Center policies
• Participate in special projects as assigned
• Model organizational values of quality and care

Requirements

• Minimum of 2 years relevant work experience
• At least 2 years supervisory experience in a contact center or equivalent
• 1 year experience as a Team Lead or Coordinator in a Contact Center
• Proficiency with Microsoft Excel, PowerPoint, and Word
• Experience with Contact Center technologies including Call Routing and Workforce Management systems
• Preferred Qualifications: 3+ years supervisory experience in a healthcare-related contact center or 1+ years in the organization’s Contact Center, Knowledge of Cisco systems, Familiarity with Calabrio Workforce Management system, Conversational fluency in Spanish

Pay Range and Compensation Package

The Pay Range and Compensation Package is as follows: Salary range $49,700 to $88,800 annually based on full-time employment. Pay is determined by factors including local labor markets, education, experience, and certifications. The organization offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401(k) contributions, subject to eligibility.

Benefits & Perks

The organization offers a comprehensive benefits package, including an Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.