Healthcare Call Center Supervisor-Remote

Role overview Supervises a remote member-experience team within a healthcare call center focused on serving seniors and chronically ill members. The role blends frontline coaching with operational oversight—driving service levels, satisfaction, retention, and proactive outreach while serving as a subject-matter expert on the member journey for assigned markets or product lines.

Responsibilities - Lead and develop a remote inbound call-center team, monitoring queue performance, agent productivity, and schedule adherence to meet capacity needs. - Act as the subject-matter expert for covered markets or products, guiding agents through member questions about benefits, protocols, and the care experience. - Conduct live call monitoring, drop-ins, and call-trend reviews to support quality assurance and surface coaching opportunities. - Manage performance reviews, 1:1s, and corrective actions including Performance Improvement Plans and written warnings. - Run interviews, onboarding, and training for new hires in coordination with management. - Prepare recurring performance reports and use timecard data to validate schedule coverage and labor alignment.

Requirements - Minimum three years of customer service experience in the insurance or healthcare industry. - At least two years in a lead or supervisory role. - Working knowledge of Medicare Managed Care and Medicare Advantage Prescription Drug plans. - High school diploma or GED required; college coursework preferred. - Strong written and verbal communication skills with the ability to engage diverse members, staff, and partners. - Intermediate proficiency with Microsoft Office and the ability to perform basic mathematical and statistical calculations.

Nice to have - Bilingual ability in Vietnamese, Korean, Mandarin, or Cantonese is strongly preferred. - Residency in Nevada, given that the role is fully remote and not open to candidates residing in California or New York.

Benefits and work setup - Fully remote position based out of Nevada. - Pay range disclosed in the posting is $58,531 to $87,797, depending on location, education, experience, and responsibilities. - Standard physical demands include sitting, walking, standing, and occasional lifting up to 20 pounds, with reasonable accommodations available.