• Supervisor - Operations - Patient Experience

    Job Locations Remote
    Job ID
  • Overview

    The Patient Experience Supervisor oversees a team of non-exempt associates within Operations.The supervisor will be responsible for monitoring performance and productivity on an individual and team basis. The supervisor also manages payer, provider and patient complaint resolution while consistently identifying areas of opportunity/process improvement within the department and recommends solutions as necessary.


    • Works with team leads to ensure service level metrics are achieved through regular scheduled and just-in-time coaching, recommending re-training, performance management and mentoring associates. (Ulysses methodology).
    • Support leads on escalated interactions, 2nd point of contact.
    • Works with team leads and staff employees to drive efficient call volume activity and management through communication with the Workforce Management Team and call queue monitoring.
    • Supports cross-functional process improvement efforts.
    • Processing of all direct reports timecards and ensuring all associates are completed.
    • Reward and recognize associates monthly for performance above and beyond expectations.
    • Perform interviews for new hires and tracking for all requisitions at the lead associate and associate level.


    • Associate’s Degree
    • Minimum of 2 years of experience in operations, quality oversight, project management, or complaints and grievances. 
    • Minimum 1 year of experience in a lead/supervisory role required.
    • Knowledge of Excel, Word and Outlook is also required.


    CareCentrix maintains a drug-free workplace in accordance with Florida’s Drug Free Workplace Law.


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