Case Manager Supervisor

Kelly Services; Phoenix (AZ); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical benefits

Vision benefits

Dental benefits

Retirement savings plan

Paid holidays

Transit spending account

Paid sick leave

Job summary

Kelly Services in Phoenix, AZ is seeking a Case Manager Supervisor to lead a team delivering high-quality patient and provider service in healthcare call center and patient services. You will coach Case Managers, monitor KPIs, ensure HIPAA compliance, and drive process improvements while maintaining patient confidentiality and data quality.

The role requires a Bachelor's in a related field and 4+ years of experience, including 3 years in a supervisory capacity, with strong communication and

Qualifications

• Bachelor's degree in Healthcare Administration, Business Management, or related field.
• Minimum 4 years of professional experience, including ~3 years in supervisory/leadership role in call center, preferably healthcare.
• Strong understanding of healthcare call center operations, KPIs, quality metrics, and relevant regulations (HIPAA).
• Experience leading, coaching, and developing employees.

Responsibilities

• Supervise, coach, mentor, and support a team of Case Managers and healthcare representatives.
• Monitor team performance using KPIs and operational metrics (productivity, quality, CSAT, service levels).
• Conduct regular performance discussions, provide feedback, set goals, and maintain accountability.
• Support onboarding and training for new staff; identify development opportunities.
• Partner with training and leadership teams to improve skills and productivity.
• Ensure compliance with policies, SOPs, healthcare regulations including HIPAA.
• Handle escalated patient and provider concerns and ensure timely resolution.
• Maintain patient confidentiality and data quality; manage staffing and scheduling needs.
• Review and update call guides, SOPs, and job aids; participate in QA processes.
• Track operational metrics and prepare leadership reports; implement process improvements.
• Collaborate with cross-functional teams to implement new processes and best practices.

Skills

Leadership

Healthcare call center

KPIs

Escalation management

Communication

Coaching

Team coordination

Education

Bachelor's degree in Healthcare Administration/Business Management (or related)

Tools

CRM systems

Microsoft Office

Job description

Case Manager Supervisor

Location: Pittsburgh, PA / Raleigh, NC / Orlando, FL / Phoenix, AZ

Industry: Healthcare / Patient Services

Schedule: Monday–Friday; schedule may vary based on program needs

Job Summary

We are seeking an experienced Case Manager Supervisor to lead and support a team responsible for providing high-quality service to patients and healthcare providers.

The Case Manager Supervisor will oversee day-to-day team operations, coach and mentor Case Managers, monitor performance and quality metrics, support onboarding and training, and ensure compliance with healthcare policies and regulations, including HIPAA.

The ideal candidate has strong healthcare call center, patient services, customer service, or case management leadership experience , along with a proven ability to manage KPIs, resolve escalated issues, improve processes, and maintain a high level of patient service.

Key Responsibilities

• Supervise, coach, mentor, and support a team of Case Managers and/or healthcare customer service representatives.
• Monitor team performance using KPIs and operational metrics, including productivity, quality, customer satisfaction, and service levels.
• Conduct regular performance discussions, provide feedback, establish performance goals, and maintain accountability.
• Support onboarding of new employees and identify training and development opportunities.
• Partner with training and leadership teams to improve employee skills and productivity.
• Ensure team compliance with company policies, procedures, SOPs, work instructions, and healthcare regulations, including HIPAA.
• Handle escalated patient, healthcare provider, and logistical concerns and ensure timely resolution.
• Maintain high standards for patient confidentiality, data quality, and documentation.
• Monitor staffing and scheduling needs to support program requirements.
• Review and help update call guides, SOPs, work instructions, and job aids.
• Partner with leadership to develop and implement quality assurance processes.
• Track operational metrics and prepare reports and updates for leadership and stakeholders.
• Identify workflow, system, and process improvements that increase efficiency, accuracy, productivity, and overall program performance.
• Collaborate with cross-functional teams to implement new processes, strategies, and best practices.
• Support a patient-focused culture while ensuring operational and compliance requirements are met.
• Travel of up to 10% may be required.
• Perform other duties as assigned.

Required Qualifications

• Bachelor's degree in Healthcare Administration, Business Management, or a related field.
• Minimum of 4 years of professional experience, including approximately 3 years in a supervisory/leadership role in a call center environment, preferably healthcare.
• Strong understanding of healthcare call center operations, KPIs, quality metrics, and applicable healthcare regulations.
• Demonstrated experience leading, coaching, and developing employees.
• Strong problem-solving and escalation-management skills.
• Excellent communication and interpersonal skills.
• Ability to work with multiple systems and technology platforms simultaneously.
• Proficiency with CRM/customer service systems and Microsoft Office.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.

Preferred Qualifications

• Healthcare patient services experience.
• Experience supervising Case Managers, Patient Support Specialists, Customer Experience Advocates, Patient Services Representatives, or similar healthcare contact-center employees.
• Experience with patient assistance, benefits verification, specialty pharmacy, medication shipment, or other patient support programs.
• Experience developing or implementing SOPs, work instructions, job aids, or quality assurance processes.
• Experience working with healthcare providers, patients, specialty pharmacies, or pharmaceutical programs.
• Ability to exercise independent judgment and make decisions in a fast-paced environment.
• Strong customer focus, collaboration, initiative, and results-oriented approach.

What We're Looking For

The successful candidate will combine people leadership with strong healthcare operations experience . This is not simply a senior Case Manager position—the person will be responsible for leading a team, monitoring performance, managing escalations, ensuring quality and compliance, and improving operational processes .

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job type. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

Opportunity is calling.

Ready for a contact center job that offers freedom and flexibility, and truly values your skills? We thought so. We’re KellyConnect —and wherever life takes you, we have great contact center opportunities that align with your preferred workstyle, schedule, and location. Looking to work from home, or work specific hours? No problem. Best of all, we only work with companies that share our focus on treating employees like the deeply valued people that they are.

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice.

Kelly Services is proud to be an Equal Employment Opportunity and Aff