Healthcare Call Center Supervisor

University of Colorado Medicine (CU Medicine) is the region’s largest and most comprehensive multi-specialty physician group practice. The CU Medicine team delivers business operations, revenue cycle and administrative services to support the patients of over 4,000 University of Colorado School of Medicine physicians and advanced practice providers. These providers bring their unparalleled expertise at the forefront of medicine to deliver trusted, compassionate health care services at primary and specialty care clinics as well as facilities operated by affiliate hospitals of the University of Colorado.

We are seeking a highly motivated Healthcare Call Center Supervisor to join our Patient Services Department.

This job can be performed 100% remotely, and out of state candidate will be considered.

The purpose of the Healthcare Call Center Supervisor is to enhance the University of Colorado patient experience by leading and supporting a high-performing virtual call center team within the Patient Services Department. The Healthcare Call Center Supervisor is responsible for monitoring and improving team performance through data-driven decision-making, real-time agent feedback, and strategic coaching. This role ensures that service-level agreements (SLAs) are met, patient satisfaction remains a priority, and operational efficiency is maintained.

Essential Duties:

• Monitor and drive call center performance by tracking key metrics, including service levels, call handling times, first-call resolution, and agent productivity, to ensure the team meets SLA targets and department goals.
• Provide real-time agent coaching and feedback through call monitoring, performance reports, and one-on-one virtual coaching sessions to enhance job knowledge, customer service skills, and efficiency.
• Lead virtual training and onboarding efforts to ensure new and existing team members have the skills and resources needed to perform effectively in a remote environment.
• Maintain a culture of accountability and engagement by conducting weekly performance check-ins, virtual team huddles, and feedback sessions to drive continuous improvement.
• Oversee employee schedules, attendance, and time tracking to maintain adequate staffing levels while ensuring adherence to remote work expectations.
• Champion patient satisfaction and experience by reinforcing best practices for customer service, professionalism, and effective communication in a virtual setting.

Requirements:

• 3-5 years of experience in the healthcare field required.
• Proven leadership success within a call center environment required.
• Strong working knowledge of medical billing, insurance, and medical terminology preferred.
• Must have PC software application skills including Microsoft Office Suite and EMR.
• Strong written and verbal communication skills required.

TO APPLY FOR THIS POSITION, please visit our website at www.cumedicine.us.

All applications MUST be submitted via our website. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

CU Medicine is dedicated to ensuring a safe and secure environment for our staff and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees prior to their employment. We are an equal opportunity employer.

The listed pay range (or hiring rate) represents CU Medicine’s good faith and reasonable estimate of the range of possible compensation at the time of posting and is based on evaluation of competitive market data.

A variety of factors, including but not limited to, internal equity, experience, and education will be considered when determining the final offer.

CU Medicine provides generous leave, health plans and retirement contributions which take your total compensation beyond the number on your paycheck.  Find information about our benefits here.

CU Medicine will post all jobs for a minimum of 7 days or until 250+ applicants have been received (whichever comes first).

CU Medicine supports a Tobacco Free Workplace Environment which prohibits smoking and the use of tobacco products on CU Medicine property, Anschutz Medical Campus and adjacent business locations.