Supervisor, Health and Wellness

National Jewish Health is seeking a Health and Wellness Supervisor to lead a team of health coaches within our Health Initiatives program. This fully remote leadership role combines people management, operational oversight, quality assurance, and continuous improvement to ensure exceptional participant experiences and program outcomes. The ideal candidate is a collaborative leader who is passionate about coaching, employee development, and driving excellence in a fast-paced, service-focused environment.

• Lead, coach, and develop a team of health and wellness professionals, including hiring, training, performance management, mentoring, and employee engagement.
• Oversee daily call center operations, monitor service levels and quality metrics, and ensure team members consistently deliver high-quality participant support.
• Support the use of motivational interviewing techniques, assessment tools, and coaching best practices to achieve program goals and quality standards.
• Drive continuous improvement initiatives by analyzing performance trends, resolving participant concerns, partnering with training and quality teams, and implementing process enhancements.

As the nation's leading respiratory hospital, National Jewish Health is committed to improving lives through innovative healthcare programs, education, and research. This fully remote opportunity allows you to lead a dedicated team, influence population health outcomes, and help shape the future of health and wellness services while supporting a culture of excellence, compliance, and compassion.

Supervises and coordinates the daily operations for the coaches within Health Initiatives. This includes service levels, client and participant complaints, employee performance, personnel issues, and training for the department. Accountable for creating a culture of compliance, ethics and integrity. Maintains knowledge of and assures departmental compliance with quality and call center standards.

• Manages/supervises and develops an effective staff: providing effective communication, leadership, guidance and resources. Determines staff qualifications and competency: recruits, interviews, selects, hires, trains, orients, mentors, evaluates, coaches, counsels, and disciplines, and rewards. Establishes and monitors staff safety and regulatory compliance.
• Monitors and supports the day to day performance of the call center, including real-time agent performance and agent motivation through positive communication and feedback.
• Ensures agents utilize assessment tools, motivational interviewing techniques and maintain motivational interviewing standards in order to meet established metrics and quality scores.
• Supports quality service by monitoring participant satisfaction reporting. Conducts routine call monitoring and review of completed quality audits. Partners with training and quality teams to identify and implement continuing education to meet ongoing call center needs.
• Supports the department’s internal assist line and email box. Utilizes interactions with agents to identify, initiate, and drive program, case-management, and departmental improvement. Collaborates with Health Initiatives leadership groups to drive continuous improvements and process efficiencies.
• Participates in a rotating on call schedule.

• Supports client requests, studies and implementation of new contacts or programs.

• Accountability:
  Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
• Building a Successful Team:
  Using appropriate methods and a flexible interpersonal style to help build a cohesive team, aligns vision with shared values, manages change and encourages innovation.
• Champion of Change:
  Facilitating the implementation and acceptance of change within the workplace. Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others.
• Coaching and Teaching Others:
  Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
• Customer Focus:
  Ensuring that the customer…