Contact Center Supervisor

Ardent Health Services; Westwood, Northern (NJ, KY); On-site; USD 60,000 - 85,000; Full time

Job summary

Ardent Health Services in Westwood, NJ, is seeking a day-shift, full-time Central Scheduling Contact Center Supervisor to lead daily operations and deliver a world-class patient experience. You will coach schedulers, drive performance through QA, AHT, and adherence, and build strong relationships within a fast-paced team.

The role emphasizes leadership, clear communication, and the ability to work under pressure while maintaining advanced computer skills and a patient-centric focus.

Qualifications

• High School Diploma or equivalent required.
• 3+ years of extensive Customer Service experience; leadership experience in fast-paced environments a plus.
• Exceptional communication, analytical, problem-solving, multitasking and decision-making abilities.
• Ability to work independently and in a structured, high-pressure environment.
• Advanced computer skills.

Responsibilities

• Supervise and coordinate daily operations of the Contact Center to meet patient expectations and organizational goals.
• Foster a positive, supportive work environment.
• Coach and develop schedulers to achieve world-class patient experience as measured by QA audits, AHT, and error rate.
• Improve patient wait times by reducing attendance and tardiness; ensure proper off-line (Aux) time adherence.
• Build strong relationships with direct reports, colleagues, and support staff.
• May perform formal performance management up to termination recommendations.

Skills

Customer service

Leadership

Communication

Analytical thinking

Problem-solving

Multitasking

Decision-making

Independent work

Structured, high-pressure environment

Advanced computer skills

Education

High School diploma or equivalent

Preferred: 2+ years High School education

Job description

Overview

Join our team as a day-shift, full-time, Central Scheduling Contact Center Supervisor in Westwood, NJ.

Why Join Us?

Thrive in a People-First Environment and Make Healthcare Better

• Thrive: We empower our team with career growth opportunities, tuition assistance, and resources that support your wellness, education, and financial well-being.
• People-First: We prioritize your well-being with paid time off, comprehensive health benefits, and a supportive, inclusive culture where you are valued and cared for.
• Make Healthcare Better: We use advanced technology to support our team and enhance patient care.
• Learn more about the benefits offered for this job.

Get to Know Your Team:

• Ardent Health is a leading provider of healthcare in growing mid-sized urban communities across the U.S. With a focus on people and investments in innovative services and technologies, Ardent is passionate about making healthcare better and easier to access. Through its subsidiaries, Ardent delivers care through a system of 30 acute care hospitals, 24,000+ team members, and more than 280 sites of care with over 1,800 affiliated providers across six states.

Responsibilities

• The Supervisor, Contact Center, supervisors and coordinates the daily operations and activities of the Contact Center to meet and exceed patient expectations and organizational objectives.
• Drives and encourages a positive and supportive work environment.
• Coaches and develops Schedulers to ensure world-class patient experience as measured by Quality Assurance (QA) audits, Average Handle Time (AHT), and Error Rate. Improves patient wait time through reduction in Attendance and tardy occurrences, schedule adherence, ensuring proper off-line (Aux) time is adhered to.
• Builds strong and positive relationships with direct reports, colleagues, and support staff.
• The Supervisor may also be required to execute formal performance management up to and including termination recommendations.

Qualifications

Job Requirements:

• High School Diploma or equivalent.
• 3+ years of extensive Customer Service experience, in a call center environment preferred or One (1) to three (3) years of leadership experience in a fast-paced environment.
• Exceptional communication, analytical, problem-solving, multitasking, and decision-making abilities.
• Ability to work independently.
• Ability to work in a structured, high-pressure, changing, and challenging environment.
• Advanced computer skills.

Preferred Job Requirements:

• 2+ years of High School education.

Rate of pay is determined based on experience and education, and may include other pay components such as differentials and call pay based on role.