Supervisor, Contact Center (Anesthesia) in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Supervisor, Contact Center (Anesthesia) based in United States.

This role offers an opportunity to lead a contact center team supporting patients and healthcare providers in a specialized anesthesia environment.
You will oversee daily operations while helping create efficient, responsive, and consistently high-quality customer experiences.
The position combines people leadership, performance management, escalation handling, and operational improvement.
You will coach team members, monitor key performance metrics, and identify opportunities to strengthen service delivery and efficiency.
Your healthcare knowledge will help ensure that interactions involving patient information, medical records, and clinical terminology are handled accurately and professionally.
You will also contribute to process improvements and special initiatives in a fast-paced, collaborative healthcare services environment.
This is an ideal opportunity for a service-oriented supervisor who thrives on problem-solving, team development, and operational excellence.

• Supervise the day-to-day operations of the contact center, ensuring effective workflows, service quality, and adherence to established standards.
• Lead, coach, and support contact center employees, including conducting performance evaluations, coordinating work assignments, and making employment or disciplinary recommendations as appropriate.
• Track, maintain, and monitor employee performance metrics to identify trends, opportunities, and areas requiring additional support.
• Resolve escalated patient and customer service issues professionally and efficiently, ensuring appropriate follow-up and resolution.
• Monitor contact center trends and identify opportunities for process enhancements, innovative solutions, and continuous improvement.
• Promote a strong customer service culture focused on positive experiences for patients and healthcare providers.
• Ensure team members follow applicable quality standards, operational procedures, and organizational policies.
• Support the accurate and appropriate handling of patient health information and medical records.
• Collaborate with colleagues and other departments to address operational challenges and improve service delivery.
• Participate in special projects and perform additional responsibilities as assigned.

Requirements:

• High school diploma or GED required; a bachelor’s degree in business, benefits, healthcare administration, or a related field is preferred.
• Previous experience handling patient health information and/or medical records is preferred, with approximately 5 years of relevant experience considered an advantage.
• At least 6 months of supervisory or management experience is preferred.
• Knowledge of medical terminology, anatomy and physiology, and the legal and regulatory considerations surrounding health information.
• Familiarity with electronic medical record (EMR) systems.
• Strong supervisory and people-management capabilities, including coaching, performance management, and conflict resolution.
• Excellent customer service skills with strong oral, written, and interpersonal communication abilities.
• Proficiency with word processing, spreadsheet, database, and presentation software.
• Strong time-management, organizational, mathematical, and critical-thinking skills.
• Ability to handle and resolve escalated calls, correspondence, and customer concerns with professionalism and sound judgment.
• Ability to understand, analyze, interpret, and clearly explain complex documents and information.
• Ability to work effectively in a collaborative, fast-paced team environment.
• Strong attention to quality standards, procedures, and operational guidelines.
• Ability to understand and apply applicable state and federal laws, regulations, and policies.
• Flexibility and adaptability when responding to changing priorities and operational needs.
• Ability to communicate effectively with individuals with diverse personalities and backgrounds in a tactful, mature, and professional manner.
• Strong commitment to patient-focused service, confidentiality, accuracy, and operational excellence.

Benefits:

• Competitive base compensation determined according to geographic location, skills, experience, qualifications, and other job-related factors.
• Eligibility for a discretionary performance-based incentive bonus in accordance with applicable policies.
• Rewards and recognition programs designed to acknowledge strong performance and contributions.
• Employee referral bonus opportunities.
• Opportunity to lead and develop a healthcare contact center team.
• Collaborative and fast-paced professional environment.
• Opportunities to contribute to process improvement and operational innovation.
• Inclusive workplace committed to diversity, mutual respect, and equal opportunity.
• Reasonable workplace accommodations available to qualified individuals with disabilities.