Remote Call Center Supervisor – Patient Access

Fair Haven Community Health Care; New Haven (CT); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental and vision

Voluntary benefits (AFLAC plan, STD, L

Life Insurance

Paid Holidays

Generous PTO

Tuition reimbursement

Job summary

Fair Haven Community Health Care in New Haven, CT, seeks a Call Center Supervisor to oversee a remote team, ensuring timely patient access and exceptional service. You will coach staff, monitor performance, and drive improvements in workflow and patient experience.

The role requires 5+ years in a healthcare call center with 2+ years of supervisory experience, plus strong leadership and bilingual English/Spanish skills. Epic experience is preferred.

Qualifications

• High School Diploma or GED required; Associate's degree preferred.
• Five+ years in a high-volume healthcare call center or patient access environment.
• Two+ years of supervisory or leadership experience.
• Experience with electronic health record systems; Epic preferred.
• Experience leading remote or hybrid teams; bilingual English/Spanish required.

Responsibilities

• Supervise, coach, and develop Call Center Representatives.
• Conduct performance evaluations and ongoing staff development.
• Monitor attendance, schedule adherence, productivity, and engagement.
• Oversee inbound queues, service levels, wait times, and staffing.
• Escalate workflow and patient concerns as primary resource.
• Ensure HIPAA compliance and patient confidentiality standards.
• Analyze metrics and communicate operational performance to leadership.
• Participate in recruitment, onboarding, and cross-training.

Skills

Leadership

Communication

Bilingual (English/Spanish)

Customer service

Analytical skills

Problem-solving

Education

High School Diploma or GED

Associate's degree preferred

Tools

Epic

Job description

Fair Haven Community Health Care in New Haven, CT, seeks a Call Center Supervisor to oversee a remote team, ensuring timely patient access and exceptional service. You will coach staff, monitor performance, and drive improvements in workflow and patient experience.

The role requires 5+ years in a healthcare call center with 2+ years of supervisory experience, plus strong leadership and bilingual English/Spanish skills. Epic experience is preferred.