Supervisor, Customer Service

The Supervisor, Customer Service will lead a contact center team responsible for supporting healthcare prior authorization services. This role oversees daily operations, ensuring that service delivery meets established quality, efficiency, and performance standards. The successful candidate will coach and develop representatives while fostering a positive, accountable, and customer-focused team environment. Working closely with internal departments, the Supervisor will identify opportunities to improve workflows, strengthen authorization accuracy, and enhance the experience of providers, members, and clients. The position combines hands-on people management with operational analysis and continuous improvement. It is a full-time, work-from-home opportunity within a healthcare-focused environment.

• Associate degree or higher in Business Administration, Healthcare Management, or a related field preferred.

• At least 3–5 years of experience working in a contact center environment, including a minimum of 2 years in a supervisory position.

• Experience in healthcare, health insurance, or prior authorization services is highly desirable.

• Strong leadership and team-management abilities, with experience coaching, motivating, and developing employees.

• Excellent communication and interpersonal skills, with the ability to manage customer concerns and support effective collaboration.

• Proficiency with contact center software and customer relationship management (CRM) systems.

• Strong analytical, problem-solving, and decision-making skills, including the ability to interpret performance metrics and identify operational improvements.

• Ability to remain composed, positive, and effective in high-pressure situations.

• Flexibility to work adjusted hours when required by operational needs.

• Commitment to protecting confidential information and complying with applicable healthcare privacy and regulatory requirements.

• Ability to meet the technical requirements for working from home, including high-speed internet exceeding 10 Mbps and a direct wired connection to the home internet router for contact center work.

• Willingness to complete required identity verification, background screening, in-person I-9 verification, and any applicable drug screening. Some final interviews may require onsite attendance.