Engagement Services Supervisor - LHB in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an Engagement Services Supervisor - LHB in the United States.

This role is a key frontline leadership position responsible for guiding and supporting a remote team of customer service representatives within a healthcare service environment. You will oversee daily operations to ensure consistent delivery of high-quality inbound and outbound support services while meeting client expectations and organizational service goals. The position requires strong supervisory capabilities, especially in managing performance, coaching team members, and maintaining operational efficiency in a fast-paced and evolving environment. You will also play an important role in handling complex client advocacy cases involving multiple stakeholders such as patients, providers, and insurers. With a strong focus on healthcare service excellence, this role blends leadership, problem-solving, and customer engagement. It is ideal for someone who thrives in structured operational environments and is passionate about improving customer and patient experiences.

• Supervise and support a remote team of customer service representatives handling inbound and outbound communications.
• Ensure team performance aligns with service level expectations, client requirements, and internal operational goals.
• Manage and resolve complex client advocacy cases involving multiple interactions across healthcare stakeholders.
• Monitor team productivity, provide coaching, and support employee development to improve service quality.
• Ensure accurate documentation, tracking, and reporting of customer service activities and case resolutions.
• Support continuous improvement of workflows in a fast-paced and changing healthcare environment.
• Maintain compliance with healthcare service standards, policies, and communication guidelines.

• High school diploma or GED required; associate degree preferred.
• 1+ year of supervisory or team lead experience in a call center environment.
• 3–5 years of customer service experience in a high-volume call center setting.
• 3+ years of experience in healthcare, health insurance, claims processing, or provider billing.
• Strong understanding of Medicare, Medicaid, and healthcare reform concepts.
• Proven ability to manage complex case resolution involving multiple stakeholders.
• Excellent communication skills with the ability to adapt tone and style to diverse audiences.
• Strong organizational, multitasking, and problem-solving skills in fast-paced environments.
• Proficiency in Microsoft Office Suite and standard reporting tools.
• Bilingual English/Spanish skills are a plus.

• Competitive annual salary range: $42,200 – $79,300, plus eligibility for incentive bonus
• Comprehensive health, dental, and vision insurance coverage
• 401(k) retirement savings plan and pension plan options
• Paid time off, paid holidays, and paid parental leave
• Disability and life insurance coverage with supplemental options
• Employee Assistance Program (EAP) and wellness resources
• Tuition reimbursement and professional development support
• Inclusive and supportive remote-first work environment
• Opportunity to grow within a mission-driven healthcare organization.