Customer Experience Supervisor

Job Summary

The Call Center Supervisor works closely with the Operations Manager to maintain a highly capable, high‑performing team which delivers effective customer service while communicating with our patients and community partners via telephonic and electronic means. The Call Center Supervisor will contribute to the success of the CEC team by actively supporting Customer Experience Specialists through real‑time feedback and knowledge sharing, coaching and performance management, creation and coordination of team schedule, one‑on‑one growth meetings, the development and revision of protocols and training materials, and guiding the new hires through established training procedures.

The Call Center Supervisor will also work closely with the Operations Manager to monitor and address Team KPIs, identify process improvement opportunities, and promote GEMD’s values and culture within the team.

• Function as a strategic partner in designing, implementing, and managing Call/Customer Experience programs that align with organizational goals, support Saved Admissions protocols, and drive PPD.
• Maintain a highly capable, high‑performing team that delivers the Care Coordination and Customer Service goals of the organization.
• Cultivate robust professional relationships with the team, developed through one‑on‑one meetings (growth meetings) and being a highly skilled communicator.
• Ensure adequate staffing and scheduling to meet the needs of the Facilities. This includes timely requests for new staff (recruiting), participating in on‑boarding, and ensuring proper training (materials and time). It also includes organized monthly staffing schedules that align operational needs with HR requirements.
• Ensure the team is supported through appropriate IT platforms, software access, and hardware functionality.
• Build, maintain, and mature a CEC KPI Dashboard and ensure that the team meets monthly metrics, targets, and goals.
• Collaborate with Business and Clinical Operations teams to ensure optimal support for patients and facility teams.
• Initiate and lead process improvement projects to improve efficiency and increase patient satisfaction.
• Design and present reports to senior and executive leadership teams showcasing team performance and departmental goals.

This position supervises several positions, including Customer Experience Specialists and Care Orchestration Specialists.

• High school diploma.

• At least 5 years experience in a Medical office manager‑customer service‑related field to include environments in which the candidate has had to manage difficult customers, customer complaints.
• The candidate should have experience in being held accountable for “sales” or “closing sales”.
• Must have experience in the health field, referrals, patients' services and management.

• N/A

• Strong leadership skills with the ability to motivate, coach, and develop team members to achieve their full potential.
• Excellent communication skills, both verbal and written, with the ability to effectively interact with customers and internal stakeholders.
• Analytical mindset with the ability to interpret data, identify trends, and make data‑driven decisions to improve the customer experience.
• Proficiency in customer service software, CRM systems, and other relevant tools and technologies.
• Ability to thrive in a fast‑paced environment, manage multiple priorities simultaneously, and adapt to changing business needs.
• Strong problem‑solving skills with a customer‑centric approach to finding solutions.
• Commitment to upholding the company's values and providing the highest level of service to our customers.

• Bachelor's degree is strongly preferred.
• Previous lead experience is strongly preferred.
• It is also optimal, but not required, that the candidate have experience in the medical field.

This position does not currently have financial responsibilities.

This position does not currently have budget responsibilities.

Required – up to 25% of…