Customer Support Supervisor

Jobtailor; Anchorage (AK); On-site; USD 70,000 - 110,000; Full time

Job summary

Jobtailor seeks an experienced Healthcare Operations Supervisor to lead teams delivering service authorization operations in Alaska. You will develop routines, drive performance, and ensure client satisfaction in a fast-paced environment.

Responsibilities include coaching staff, managing client SLAs, analyzing data to improve efficiency, and coordinating with operations leaders to remove obstacles and support team engagement.

Qualifications

• Minimum 4 years in healthcare, healthcare technology, or related service authorization operations.
• At least 2 years of supervisory experience overseeing staff and business processes.
• Alaska Medicaid experience is preferred.
• Proficient with Microsoft Office suite and hardware/software to manage contact center and back-office operations (Cxone, Verint, Avaya).
• Knowledge of MMIS business operational areas (Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, or Provider Relations SURS) preferred.
• Strong analytical and problem-solving skills to interpret data and support your team.
• Strong written and oral communication skills to work with team members, customers, and clients.
• Ability to make decisions and solve challenges in a fast-paced environment.

Responsibilities

• Build, develop, and lead a team of individual contributors and support employees in day-to-day operations.
• Establish and lead routines with regular cadence; use tools and reporting to drive team performance.
• Train and coach to ensure engagement while maintaining client satisfaction.
• Participate in client-related activities, including project planning and client calibration sessions.
• Work with employees and leaders to achieve Client SLAs.
• Serve as a point of escalation and support team members for escalated calls and inquiries.
• Create conditions for success by removing obstacles and championing change.

Skills

Healthcare Operations Experience

Team Leadership

Alaska Medicaid Knowledge

Microsoft Office Proficiency

Analytical Problem-Solving Skills

Tools

Cxone

Verint

Avaya

Job description

Responsibilities

• build, develop, and lead a team(s) of individual contributors, supporting employees and the execution of day-to-day operations
• establish and effectively lead routines at a regular cadence and utilize tools and reporting to drive team performance
• train and provide ongoing coaching to ensure employee engagement while maintaining client satisfaction
• participate in client-related activities, including project planning and client calibration sessions
• work with employees and operational leaders to achieve Client Service Level Agreements (SLAs)
• serve as a point of escalation and support team members by handling escalated calls and customer inquiries
• create conditions for success by removing obstacles and championing change to drive employee awareness and a connection to their work and contributions.

Requirements

• a minimum of 4 years of experience in healthcare, healthcare technology, or related service authorization operations
• at least 2 years of supervisory experience overseeing staff and business processes
• Alaska Medicaid experience is preferred
• proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (Cxone, Verint, Avaya, etc.)
• knowledge of two or more MMIS business operational areas such as Authorized Services, Customer Centers, Mailroom, Pharmacy, Provider Enrollment, or Provider Relations SURS is also preferred
• strong analytical and problem-solving skills to interpret and effectively utilize data to support your team
• strong written and oral communication skills to work effectively with team members, customers, and clients.
• ability and discernment to make decisions and proactively solve challenges in a fast-paced environment.

Core Competencies

Demonstrates expertise in leading teams within healthcare operations, focusing on employee engagement, client satisfaction, and performance management. Proficient in utilizing data-driven insights to enhance operational efficiency and decision-making.

Highest-signal resume keywords

• Healthcare Operations Experience
• Supervisory Experience
• Alaska Medicaid Knowledge
• Microsoft Office Proficiency
• Analytical Problem-Solving Skills

Hard Skills

• Healthcare Operations
• Service Authorization
• Data Interpretation
• Client Service Level Agreements
• MMIS Business Operations

Soft Skills

• Team Leadership
• Coaching
• Written Communication
• Oral Communication
• Decision-Making

Industry Keywords

• Employee Engagement
• Client Satisfaction
• Operational Efficiency
• Escalated Calls
• Change Management

Tools & Technologies

• Cxone
• Verint
• Avaya