Call Center Supervisor

Paycom - ATS; Marion (IN); On-site; USD 52,000 - 64,000; Full time

Job summary

Radiant Health in Marion, IN seeks a Call Center Supervisor to lead our centralized Call Center and ensure every client has a consistent, welcoming experience from first contact. You will supervise reps, manage staffing, and monitor performance in a fast-paced healthcare setting.

Ideal candidates have a Bachelor's degree and at least 2 years in customer service or call center ops, with supervisory experience preferred.

Qualifications

• High school diploma or GED; Associate degree preferred.
• 2+ years in customer service, call center ops, healthcare administration, front-desk ops, scheduling or related.
• Supervisory/leadership experience preferred.
• Proficiency with telephone systems and Microsoft applications.
• Experience in behavioral health or multi-site administrative operations preferred.

Responsibilities

• Provide day-to-day supervision, workload direction, coaching, accountability, performance feedback, and evaluation for assigned Call Center Representatives.
• Ensure appropriate Call Center staffing and coverage during operating hours; adjust work assignments based on call volume.
• Participate directly in the Call Center queue during peak demand or staffing gaps.
• Monitor call activity, queue performance, voicemail, and data to identify service, staffing, and workflow issues.
• Coordinate Client Access/front-desk coverage with radiants Health managers across locations, including PTO and vacancies.
• Deploy float staff and cross-trained resources based on needs and priorities.
• Provide direct Call Center coverage when needed to maintain operations.
• Maintain standardized Call Center procedures, routing information, and reference materials.
• Monitor voicemail and ensure messages/callbacks are completed within expectations.
• Review employee performance related to call responsiveness, scheduling, documentation, and professionalism.
• Provide coaching and corrective feedback when needed.
• Coordinate onboarding, cross-training, and ongoing education for Call Center staff.
• Maintain cross-training to support front-desk functions during coverage needs.
• Collaborate with other departments to resolve telephone, scheduling, and access issues.
• Monitor Call Center performance indicators and report trends to Director of Practice Management.
• Identify opportunities to improve call handling and client experience.
• Ensure staff compliance with HIPAA and organizational policies.
• Participate in quality improvement and process improvement activities.

Skills

Customer service

Call center operations

Healthcare administration

Staff coaching

Performance feedback

Education

Bachelor's degree

Tools

Telephone systems

Microsoft applications

Electronic scheduling systems

Health records (EHR)

Job description

Job Details: Job Location: Radiant North - Marion, IN, Position Type: Full Time, Education Level: Bachelor's Degree, Salary Range: Undisclosed, Are you a people-focused leader who thrives in a fast-paced environment and enjoys helping teams deliver exceptional service? Radiant Health is seeking a Call Center Supervisor to lead our centralized Call Center and help ensure every client has a consistent, welcoming, and reliable experience from their first point of contact.

What You’ll Do

• Provide day-to-day supervision, workload direction, coaching, accountability, performance feedback, and performance evaluation for assigned Call Center Representatives.
• Ensure appropriate Call Center staffing and coverage during established operating hours and adjust work assignments based on call volume and operational needs.
• Participate directly in the Call Center queue during peak demand, employee absences, training, lunch coverage, or other operational needs.
• Monitor incoming and outgoing call activity, queue performance, shared voicemail, and other available telephone-system data to identify service, staffing, routing, and workflow concerns.
• Coordinate planned and unplanned Client Access/front-desk coverage with Managers of Support Services across Radiant Health locations, including PTO, call-offs, sick leave, vacancies, and other staffing gaps.
• Coordinate deployment of available float staff and other approved cross‑trained resources based on organizational need, client volume, and service priorities.
• Provide direct Call Center or basic Client Access/front‑desk coverage when needed to maintain essential operations.
• Maintain standardized Call Center procedures, routing information, staff directories, service information, escalation resources, and reference materials.
• Monitor shared Call Center voicemail and ensure messages and callbacks are assigned and completed within established expectations.
• Review employee performance related to call responsiveness, scheduling and documentation accuracy, professionalism, routing, assigned outreach, and adherence to established procedures.
• Provide coaching, training, and corrective feedback when performance or service concerns are identified.
• Coordinate onboarding, cross‑training, competency development, and ongoing education for Call Center staff.
• Maintain sufficient cross‑training to support designated basic Client Access/front‑desk functions during operational coverage needs.
• Collaborate with Managers of Support Services, Client Access, Medication Clinic, Crisis, IT, Revenue/Data staff, and other departments to resolve recurring telephone, scheduling, registration, and access issues.
• Monitor Call Center and applicable front-end performance indicators and provide routine reporting, trends, barriers, and recommendations to the Director of Practice Management.
• Identify opportunities to improve centralized call handling, reduce unnecessary transfers, improve administrative efficiency, and enhance the client experience.
• Ensure assigned staff comply with HIPAA, confidentiality, security, organizational policy, and customer‑service expectations.
• Participate in organizational quality improvement, training, process improvement, and operational planning activities as assigned.
• Perform other related duties as assigned.

Qualifications

• Education: High school diploma or GED required. Associate degree in business, healthcare administration, human services, or a related field preferred.
• Experience: Minimum of two (2) years of experience in customer service, call center operations, healthcare administration, front‑desk operations, scheduling, or a related setting required.
• Supervisory Experience: Previous leadership, supervisory, team‑lead, training, or staff‑coordination experience preferred.
• Technology: Demonstrated proficiency with telephone systems, Microsoft applications, electronic scheduling or health‑record systems, data entry, and performance reporting.
• Preferred Knowledge: Experience in behavioral health, healthcare access, registration, insurance, or multi‑site administrative operations is preferred.

Join Radiant Health and help make every client connection count!

To support a safe and healthy environment for the individuals we serve and for one another, all employees of Radiant Health are required to comply with organizational health and infection prevention requirements as a condition of employment. This includes providing documentation of immunization status, completing required health screenings, and adhering to communicable disease prevention protocols applicable to the role and work environment. Radiant Health will review requests for reasonable accommodation in accordance with applicable federal and state law.