Supervisor, Customer Support

AMN Healthcare; Dallas (TX); Hybrid; USD 66,500 - 79,000; Full time

Job summary

A leading healthcare staffing company in Texas is seeking a Supervisor for Customer Support. This role involves ensuring team performance, handling customer issues, and providing training. Candidates should have supervisory experience in a call center or healthcare setting. The position is hybrid, based in Dallas, with a competitive salary range of $66,500 - $79,000 depending on experience.

Qualifications

• Experience in a supervisory position in a call center or health care setting.
• Experience in a fast-paced, external-facing customer service environment.
• Experience in a direct management position.

Responsibilities

• Provide guidance to team members to manage performance.
• Handle customer/employee issues and ensure policy adherence.
• Develop standards and procedures to improve efficiency.
• Provide training and coaching to team members.
• Monitor compliance with policies and procedures.

Skills

Effective communication skills

Leadership skills

Education

High School Diploma/GED plus 2-5 years of work experience

Job description

Welcome to AMN Healthcare - Where Talent Meets Purpose

Ever wondered what it takes to build one of the largest and most respected healthcare staffing and total talent solutions companies? It takes trailblazers, innovators, and exceptional people like you.

At AMN Healthcare, we don't just offer jobs - we build careers that make a difference.

Why AMN Healthcare? Because Excellence Is Our Standard

• Named to Becker's Top 150 Places to Work in Healthcare - three years running.

• Consistently ranked among SIA's Largest Staffing Firms in America.

• Honored with Modern Healthcare's Innovators Award for driving change through innovation.

• Proud holder of The Joint Commission's Gold Seal of Approval for Staffing Companies since 2006.

Job Summary

The Supervisor, Customer Support, ensures that employees are performing their individual job functions at an acceptable level and meet department performance expectations. This role assists the Manager with employee management such as interviewing, evaluating, training, and ensuring adherence to all policies and procedures.

This role is hybrid with 2 days a week onsite.

Locations / Working hours:
Dallas, TX /10:30am - 7:00pm CT
San Diego / 8:30am - 5:00pm PT

Job Responsibilities

• Demonstrates knowledge of job roles, providing guidance to team members to manage performance and meet customer expectations.
• Balances workload requirements within the team and address urgent, short-term increases in production volume (e.g. Reviews and approves manual payments and earnings overpayment).
• Handles customer/employee issues within the department, including work performance and adherence to policy and procedures.
• Develops and implements standards, procedures, and controls within team processes to improve data entry efficiency, accuracy, and performance.
• Provides training and coaching to team members to meet department and customer expectations.
• Provides regular feedback to employees at regular intervals, including one-on-one reviews.
• Monitors compliance with AMN's Sarbanes Oxley (SOX), legal, tax, and financial policies and procedures, by ensuring necessary reviews and approvals take place.
• Develops and enforces Service Level Agreements (SLAs) between Customer Support and relevant business and corporate partners by educating and informing of processes and deadlines; while holding them accountable on areas that impact clinicians' and physicians' loyalty to meet service delivery and expectation to customers.

Key Skills

• Effective communication skills
• Leadership skills

Qualifications

Education & Years of Experience

• High School Diploma/GED plus 2-5 years of work experience

Additional Experience

• Experience in a supervisory position in a call center or health care setting
• Experience in a fast-paced, external-facing customer service environment
• Experience in a direct management position

Work Environment / Physical Requirements

• Work is performed in an office/home office environment.
• Team Members must have the ability to operate standard office equipment and keyboards.

AMN Healthcare will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.

Our Core Values

• Respect
• Passion
• Continuous Improvement
• Trust
• Customer Focus
• Innovation

At AMN we embrace the ways we are similar and different; respecting all voices and ensuring everyone has the opportunity to contribute to our collective success. We acknowledge our shared responsibility to foster a welcoming environment where everyone feels recognized and valued. We cast a wide net to recruit and retain competitive talent and build healthcare workforces supportive of the communities we serve. We believe in the power of compassion and collaboration to build healthy communities where access to quality care is available to all.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

Pay Rate

$66,500 - $79,000 Salary

Final pay rate is dependent on experience, training, education, and location.