Remote Patient Experience Center Supervisor

Chicago Lighthouse for People Who Are Blind or Visually Impaired; Chicago (IL); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

12 paid holidays

6 sick days

Medical, dental, and vision insurance

401(k) plan

On-site food options

Job summary

The Chicago Lighthouse for People Who Are Blind or Visually Impaired in Chicago, IL is seeking a Full Time Contact Center Supervisor to oversee a team of agents and ensure high‑quality patient and family service. The role emphasizes HIPAA compliance, policy knowledge, and continuous coaching.

Responsibilities include staff training, performance feedback, and ensuring department standards are met. The position offers remote work possibilities after training, with a strong benefits package and

Qualifications

• Associate’s degree or equivalent experience is required or commensurate with business setting.
• Two years’ experience in a contact center or service environment is required.
• Three years of Health Care experience is preferred.
• Ability to meet established turnaround times.
• Detail oriented with multi-task follow-up skills.
• Advanced proficiency with MS Office applications.
• Ability to work well under pressure and make quick, sound decisions.
• Excellent interpersonal and communication skills are essential.
• Commitment to our mission of supporting visually impaired individuals is essential.
• Other duties may be assigned by management.

Responsibilities

• Adhere to the Privacy Act and HIPAA for information confidentiality.
• Maintain up-to-date knowledge of client policies and procedures.
• Lead, motivate, and coach team members with constructive feedback.
• Train, develop or identify representatives’ training needs.
• Monitor the quality and quantity of work within the department.
• Provide guidance using regulatory guidelines to staff and customers.
• Ensure department activities comply with policies and regulations.
• Develop and administer department procedures, policies, and standards.
• Set performance measures and monitor service performance.
• Participate in interviews to identify quality candidates.
• Excel in all contact center functions performed by representatives.
• Perform other duties as assigned by the Manager.
• Direct oversight of center agents, including call listening and performance feedback.
• Assist with agent training and assistive technology needs.
• Handle time-off approvals and payroll documentation.
• Provide disciplinary action as needed.

Skills

Customer service

Team leadership

Strong communication

Problem solving

Detail oriented

Education

Associate’s degree or equivalent experience

Tools

MS Office

Job description

The Chicago Lighthouse for People Who Are Blind or Visually Impaired in Chicago, IL is seeking a Full Time Contact Center Supervisor to oversee a team of agents and ensure high‑quality patient and family service. The role emphasizes HIPAA compliance, policy knowledge, and continuous coaching.

Responsibilities include staff training, performance feedback, and ensuring department standards are met. The position offers remote work possibilities after training, with a strong benefits package and