Supervisor Outreach

Act for Health, Inc; Tennessee; Sur place; USD 72 000 - 106 000; Plein temps

Avantages offerts par ce poste

Medical

Dental

Vision

401(k)

Company Paid Short Term Disability

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Paid Time Off

Voluntary Benefits

Résumé du poste

Professional Case Management (PCM) is seeking an Outreach Help Center Supervisor to lead a 10-person team and partner with the Director to ensure effective Help Center operations. The role emphasizes coaching, accountability, and a strong customer experience across healthcare-related services.

The successful candidate will monitor performance, maintain quality standards, and drive initiatives that improve processes and service levels while supporting employee development and collaboration with

Qualifications

• Experience in customer service, customer support, outreach operations, healthcare operations, or a related field.
• Ability to coach, motivate, and hold team members accountable.
• Excellent communication, organizational, and problem-solving skills.
• Proficiency with Microsoft Office and applicable business systems.

Responsabilités

• Directly supervise and support up to 10 Outreach Help Center team members.
• Partner with the Director to execute departmental goals, initiatives, and daily operations.
• Monitor workflows, workloads, service levels, and operational performance to ensure efficient execution.
• Identify operational challenges and support process improvement efforts that enhance efficiency, quality, and customer experience.
• Provide ongoing coaching, training, feedback, and employee development to strengthen individual and team performance.

Connaissances

Customer service

Leadership

Coaching

Communication

Problem solving

Multitasking

Detail oriented

Microsoft Office

Description du poste

Put your talents to work at PCM! Whether you work in our Home Care, Clinical Research, Impairments, or Catastrophic Care division, you will support our mission to deliver care and other services that enhance the quality of life of our clients. Be a part of our dynamic client-focused team and make a difference in your career! The Outreach Help Center Supervisor serves as the operational partner to the Director, Outreach Help Center, providing day-to-day leadership, oversight, and support to ensure the effective execution of Help Center operations. This is a hands-on leadership role responsible for supervising up to 10 team members while maintaining a comprehensive understanding of all Outreach Help Center functions. The Supervisor is expected to lead by example, step in wherever needed, remove operational barriers, monitor quality and performance, and drive accountability across the team. This role plays a key part in maintaining service excellence, supporting employee development, ensuring operational consistency, and executing department priorities.

Qualifications

• Must reside in designated geographic area: One Supervisor in Colorado One Supervisor in Tennessee
• Demonstrated experience in customer service, customer support, outreach operations, healthcare operations, or a related field.
• Strong understanding of customer service workflows and operational processes.
• Proven ability to coach, motivate, and hold team members accountable.
• Excellent communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities and adapt to changing business needs.
• Strong attention to detail and commitment to service excellence.
• Proficiency with Microsoft Office and applicable business systems.

Operational Leadership & Execution Partner

• Partner with the Director to execute departmental goals, initiatives, and daily operations.
• Maintain a comprehensive understanding of all Outreach Help Center functions and provide hands-on support wherever needed.
• Monitor workflows, workloads, service levels, and operational performance to ensure efficient and effective execution.
• Identify operational challenges and support process improvement efforts that enhance efficiency, quality, and customer experience.

Team Leadership, Coaching & Accountability

• Directly supervise and support up to 10 Outreach Help Center team members.
• Establish clear performance expectations and foster a culture of accountability, ownership, collaboration, and service excellence.
• Provide ongoing coaching, training, feedback, and employee development to strengthen individual and team performance.
• Assist with onboarding, performance management, and employee engagement activities.

Quality Assurance & Performance Management

• Monitor quality, productivity, and compliance through call reviews, work audits, metric tracking, and performance observations.
• Identify performance trends, gaps, and training opportunities, and implement corrective actions as needed.
• Support reporting, documentation, and ongoing evaluation of team and departmental performance.
• Ensure adherence to established workflows, quality standards, organizational policies, and service expectations.

Customer Experience & Cross-Functional Collaboration

• Promote exceptional service and support for customers, referral sources, field representatives, and internal stakeholders.
• Assist with resolving escalated concerns and operational issues while driving timely and effective resolution.
• Partner with field teams and internal departments to ensure seamless communication, coordination, and customer handoffs.
• Serve as a subject matter expert and trusted resource for Outreach Help Center operations.

Success Factors

• Acts as a trusted operational partner to the Director.
• Leads by example and is willing to step into any function as needed.
• Creates accountability while maintaining a positive, team-oriented culture.
• Ensures consistent execution of operational processes, quality standards, and service expectations.
• Demonstrates strong judgment, initiative, adaptability, and follow-through.
• All other duties as assigned

The typical base pay range for this role is USD $72,100 - $105,800 per year.

Available Benefits

• Medical
• Dental
• Vision
• 401(k)
• Company Paid Short Term Disability
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Paid Time Off
• Voluntary Benefits

Professional Case Management is an Equal Opportunity Employer.

At Professional Case Management (PCM), our mission drives us. We have a growing team of over 4,000 employees who are passionate about delivering care that enhances the quality of life of clients in the most healing of environments – the home. We believe that aligning genuine, caring team members with this purpose is life-changing for our clients, customers, and teammates alike. And it’s our goal to consistently stretch ourselves – and the organization – to ensure we’re always learning, growing, and elevating our standards of service. In everything we do, we share a strong set of core values: We Work As A Team, We Do The Right Thing, We Figure It Out, We Pursue Growth, and We Take Ownership. PCM has been an industry leader in delivering specialized in-home care and other services to clients for over 30 years. Our Home Care division is the nation’s premier Home Healthcare provider to former nuclear weapons and uranium workers, upholding the highest standards of care through accreditation by the Accreditation Commission of Health Care (ACHC).