Remote Call Center Supervisor — Patient Access Excellence

Fair Haven Community Health Care; New Haven (CT); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Major 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 is seeking a Call Center Supervisor to lead a remote team delivering timely patient access and compassionate service across the center's contact channels. This role emphasizes workforce management, coaching, HIPAA compliance, and process improvements, with requirements for bilingual English/Spanish and Epic experience.

You will monitor metrics, schedule staffing, participate in recruiting, and partner with Patient Access leadership to meet performance goals.

Qualifications

• High School Diploma or GED required; Associate's degree preferred.
• Minimum of five (5) years of experience in a high-volume healthcare call center or patient access environment and a minimum of two (2) years of supervisory or leadership experience is required.
• Experience with electronic health record systems is required; Epic preferred.
• Experience leading remote or hybrid teams is preferred.
• Strong leadership, coaching, conflict resolution, and interpersonal skills.
• Excellent analytical, organizational, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment while meeting established performance goals.
• Bilingual (English/Spanish) a must.

Responsibilities

• Supervise, coach, mentor, and develop assigned Call Center Representatives.
• Conduct performance evaluations, one-on-one meetings, competency assessments, and ongoing staff development.
• Monitor attendance, schedule adherence, productivity, and employee engagement.
• Monitor inbound call queues, service levels, wait times, abandonment rates, and staffing throughout the day.
• Coordinate staffing adjustments, breaks, and lunches to maintain service levels.
• Serve as the primary escalation resource for workflow, scheduling, and patient concerns.
• Conduct routine call quality reviews, documentation audits, and workflow compliance monitoring.
• Ensure compliance with HIPAA and patient confidentiality standards.
• Analyze operational and productivity metrics to identify trends and opportunities for improvement.
• Prepare and communicate operational performance reports to leadership.
• Participate in recruitment, onboarding, orientation, training, and cross-training of staff.
• Collaborate with the Patient Access leadership to implement workflow improvements and departmental goals.
• Provide frontline support by answering inbound calls, completing outbound outreach, assisting with appointment recapture, and supporting representatives during peak volumes.

Skills

Leadership

Communication

Customer service

Problem-solving

Bilingual English/Spanish

Analytical skills

Education

High School Diploma or GED

Associate's degree preferred

Tools

Epic

Job description

Fair Haven Community Health Care is seeking a Call Center Supervisor to lead a remote team delivering timely patient access and compassionate service across the center's contact channels. This role emphasizes workforce management, coaching, HIPAA compliance, and process improvements, with requirements for bilingual English/Spanish and Epic experience.

You will monitor metrics, schedule staffing, participate in recruiting, and partner with Patient Access leadership to meet performance goals.