Supervisor Consumer Information Services – Marketing-Consumer Info Services – Re

About This Opportunity

We are representing a confidential healthcare organization seeking a Supervisor of Consumer Information Services to lead their contact center operations. This role oversees the daily operations of a dynamic customer service team that serves as a primary point of contact for patients, community members, and internal staff seeking information about medical services, appointments, programs, and resources.

As supervisor, you will manage telephony operations, staff development, quality assurance, and technology integration while ensuring exceptional customer service standards are met across phone, email, chat, and social media channels.

Responsibilities

• Supervise daily operations of the consumer information contact center, including technology systems, staffing, and service level adherence
• Monitor and analyze telephony metrics, queue performance, and operational trends to optimize staffing coverage and service delivery
• Oversee inbound customer interactions across multiple channels: phone, email, chat, and social media for services including appointment scheduling, physician referrals, laboratory services, patient portal support, and pharmacy coordination
• Perform quality assurance through call monitoring, scoring, and coaching to ensure compliance with departmental standards and customer service excellence
• Triage escalated customer concerns and work with staff to resolve issues while providing coaching and corrective feedback
• Supervise pharmacy-related service functions in compliance with applicable regulations, including prescription access support, refill coordination, and collaboration with pharmacy teams
• Coordinate with IT and program leadership to troubleshoot system issues, implement software enhancements, and minimize service interruptions
• Create, validate, and distribute operational reports and dashboards according to departmental standards
• Oversee physician profile update process, ensuring accuracy and timeliness of information
• Recruit, hire, train, and schedule contact center staff; manage attendance and performance issues
• Identify workflow improvements and recommend process enhancements to increase operational effectiveness
• Document procedures, workflows, and specifications for standard processes and data projects
• Conduct staff meetings, in-service training, and ongoing professional development for team members

What We're Looking For

• Bachelor's Degree in a related field or equivalent work experience
• Experience in customer service, quality assurance, and process improvement
• Proven experience in a dynamic call center environment
• Experience with MS Office programs including Excel spreadsheet functions
• Experience with SQL-based call center software and telephony systems
• Advanced computer and telephone system knowledge with ability to troubleshoot technical issues
• Ability to multi-task and make independent decisions in a fast-paced environment
• Outstanding interpersonal and customer relations skills
• Experience with team leadership, staff development, and performance management
• Knowledge of healthcare service delivery and patient experience principles preferred
• Strong analytical skills with experience creating and interpreting operational reports

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your background and ensure alignment with the role requirements. Qualified candidates will then be submitted to our client for consideration. Please do not attempt to contact the employer directly, as all communication and coordination will be managed through our recruiting team to ensure a professional and organized hiring process.

Pay

This is a full-time position with standard business hours (8 AM - 6 PM shift window, 8-hour shifts, 40 hours per week). Weekend coverage may be required as needed. The role is based in the United States.

Our client offers competitive compensation with an hourly pay range of $36.83 - $53.23, with actual pay dependent on experience, skills, education, and marketplace factors.

Get A Job.ai is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.