Patient-Centric Contact Center Supervisor - Day Shift

Ardent Health Services; Westwood, Northern (NJ, KY); Hybrid; 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

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.