Remote Contact Center Supervisor — Patient Experience

8350 Oak Street Health MSO LLC; North Carolina; Hybrid; USD 44,000 - 77,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

PTO & retirement

Job summary

Oak Street Health seeks a Service Supervisor for its remote Contact Center to lead a team of patient advocates and deliver exceptional care experiences. You will coach staff, monitor performance, and partner with care teams to address patient needs while guiding process improvements.

The role requires 6+ months of call center supervision, strong communication, and a commitment to integrity. Flexible schedules and remote work support are provided, with a focus on patient satisfaction.

Qualifications

• At least 6 months experience supervising in a high-volume call center.
• High school diploma or equivalent; undergraduate degree preferred.
• Ability to multitask, prioritize, and manage time effectively.
• A flexible and positive attitude.
• Effective communication and organization skills.
• Outstanding phone demeanor and etiquette.
• High level of integrity.
• Computer proficiency, including Google Docs and Sheets.
• Problem Solving/Analysis.
• US work authorization.

Responsibilities

• Supervise a team and provide performance feedback in collaboration with the team manager.
• Provide daily direction to advocates to ensure timely, knowledgeable patient calls.
• Evaluate processes to improve area operations, efficiency, and service.
• Provide regular performance feedback and coaching to each team member.
• Write and administer performance reviews for skill and behavior improvement.
• Ensure agents have training and resources to perform their roles.
• Maintain a high-quality, motivating work environment.
• Lead/participate in special projects relevant to area/process development.
• Establish procedures supporting company standards and directives.
• Communicate department concerns upward as needed.
• Collaborate with colleagues to meet call center metrics and patient experience goals.
• Other duties as assigned.

Skills

Call center supervision

Multitasking

Time management

Communication skills

Phone etiquette

Integrity

Google Docs & Sheets

Problem solving

US work authorization

Education

High school diploma or equivalent

Undergraduate degree preferred

Tools

Google Docs

Google Sheets

Job description

Oak Street Health seeks a Service Supervisor for its remote Contact Center to lead a team of patient advocates and deliver exceptional care experiences. You will coach staff, monitor performance, and partner with care teams to address patient needs while guiding process improvements.

The role requires 6+ months of call center supervision, strong communication, and a commitment to integrity. Flexible schedules and remote work support are provided, with a focus on patient satisfaction.