Outreach Help Center Lead - Ops & Team Coach

Professional Case Management; Tennessee; On-site; USD 72,000 - 106,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k)

Company Paid Short Term Disability

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Paid Time Off

Voluntary Benefits

Job summary

Professional Case Management is seeking an Outreach Help Center Supervisor in the United States, Tennessee. This hands-on leadership role oversees up to 10 team members, guiding daily operations and ensuring high-quality customer service across Help Center functions.

You will partner with the Director, drive operational excellence, monitor performance, coach staff, and promote accountability to meet service standards and patient-focused outcomes.

Qualifications

• Demonstrated experience in customer service, customer support, outreach operations, healthcare operations, or a related field.
• Strong understanding of customer service workflows and operational processes.
• Proven ability to coach, motivate, and hold team members accountable.
• Excellent communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities and adapt to changing business needs.
• Strong attention to detail and commitment to service excellence.
• Proficiency with Microsoft Office and applicable business systems.

Responsibilities

• Partner with the Director to execute departmental goals, initiatives, and daily operations.
• Maintain a comprehensive understanding of all Outreach Help Center functions and provide hands-on support wherever needed.
• Monitor workflows, workloads, service levels, and operational performance to ensure efficient and effective execution.
• Identify operational challenges and support process improvement efforts that enhance efficiency, quality, and customer experience.

Skills

Customer service

Coaching & motivation

Communication

Organization

Problem solving

Multi-priority management

MS Office

Tools

Microsoft Office

Job description

Professional Case Management is seeking an Outreach Help Center Supervisor in the United States, Tennessee. This hands-on leadership role oversees up to 10 team members, guiding daily operations and ensuring high-quality customer service across Help Center functions.

You will partner with the Director, drive operational excellence, monitor performance, coach staff, and promote accountability to meet service standards and patient-focused outcomes.