Supervisor, Customer Experience

Healthcare Supervisor

The Healthcare Supervisor plays a vital role in ensuring seamless operations by collaborating with Senior Leadership, Workforce Management (WFM), Training, Quality Assurance (QA), and internal Lines Of Business (LOBs) to support members on their concerns.

Collaborate with WFM to oversee daily operations, monitor adherence and aux usage, address issues like over breaks and unauthorized auxes/logouts, and notify WFM as needed.

Lead and inspire a team of Customer Service Associates, SMEs, and QAs by example, fostering a culture of professionalism, empathy, and member-focused service excellence.

Manage daily, weekly, and monthly staffing schedules with agility to meet fluctuating shipment volumes and critical healthcare delivery timelines.

Analyze operational reports, including Krisp, AWS, IEX, and key performance dashboards, to ensure associates maintain exceptional quality, accuracy, and timeliness in managing member calls.

Act as a crucial support resource during prolonged or complex customer interactions members concerns and escalations, guiding CSAs in effective recovery actions, service disruption management, and escalation handling while balancing operational efficiency.

Respond swiftly and decisively to Immediate Action Required issues to protect member's outcomes and client integrity

Serve as the primary point of contact for Centene related concern's maintaining trusted communication channels

Act as an Escalation Point of Contact for their team, providing guidance and support on complex or urgent member-critical issues

Participate in Centene's content, development meetings and calls to advocate for timely resolution and maintain high levels of customer satisfaction

Oversee customer relationship management and performance tracking, reinforcing a commitment to patient-centered service delivery.

Support customer maintenance, relationship management, and performance tracking, ensuring high-quality, patient-focused service.

Ensure timely submission and accurate documentation of Error Tracking Log concerns through EMBER, updates or operational guidance received from the client

Monitor and address quality assurance findings, ensure completion of all necessary certifications and training, and implement corrective actions proactively

Manage escalated customer contacts, ensuring effective follow up and timely resolution

Create weekly and daily plans to proactively manage workflow, monitor potential service disruptions, and communicate priorities to the team

Facilitate daily touch-base meetings with associates and management to review performance, members priorities, and improvement strategies

Collaborate with SMEs and QAs to guarantee that each CSA receives the established coaching sessions per week

Ensure coaching sessions and team huddles are conducted consistently with purpose and urgency, thoroughly documented, and focused on reinforcing procedures, service expectations, and recovery best practices.

Supervisors maintain accountability by tracking supervisor call backs and follow-ups, validating understanding, and ensuring corrective actions or knowledge gaps are addressed in a timely manner to support reliable execution and continuous improvement.

Supervisors should handle coaching and documentation for any concerns and client call outs.

Conduct daily call monitoring tailored to associate's needs, leveraging data-driven approaches to maintain high standards of professional, empathetic customer support. (e.g., 360 coaching, targeted, reactive or corrective coaching or based on performance/KPI segmentation)

Lead daily huddles to deliver operational updates, share insights, and promote team cohesion.

Analyze low Customer Satisfaction Scores (DSAT 1 &
2) and Net Promoter Scores (NPS) to identify trends and implement continuous improvement initiatives

Monitor Average Handling Time (AHT) and Customer Satisfaction Score (CSAT) hourly to ensure optimal performance

Monitor and manage Do Not Contact (DNC) requests, ensuring all agent-submitted requests are reviewed, tracked, and completed within established timelines.

Maintain oversight of Error Log Tracker by reviewing tickets submitted by internal Lines of Business, identifying trends, and ensuring timely resolution and feedback implementation.

Review and validate Late Enrollment Penalty (LEP) attestation submissions to ensure accuracy, completeness, and compliance with client guidelines.

Manage Supervisor Call Back requests by ensuring tickets created by frontline staff are tracked, assigned, and resolved promptly to support member satisfaction.

Investigate and resolve customer escalations, including Spanish-language call escalations, providing coaching and corrective actions when necessary to improve service quality.

Urgently follow up on Complaint Tracking Module concerns (CTM), consolidating findings, preparing client-facing recaps, and ensuring timely communication of concerns and resolutions

Prepare and distribute End-of-Day (EOD) operational reports, providing…