Job Details

Job Title: Supervisor Customer Service Representative

Location: Remote

Contract: 09+ months with (Possible contract extensions)

Shift: Business hours PST

Hours: 40 hours a week

Primary Responsibilities

• Lead, motivate, and coordinate a remote team of CSRs across multiple time zones
• Manage virtual communication channels (phone, email, live chat, video) to ensure timely and professional responses
• Serve as the escalation point for sensitive or unresolved patient service issues
• Organize and lead virtual huddles, training sessions, and performance check-ins
• Monitor productivity tools, dashboards, and queue metrics to maintain SLAs
• Partner with IT and clinical teams to support seamless telehealth and patient portal operations
• Ensure compliance with HIPAA and data privacy standards in all digital interactions
• Maintain internal knowledge bases and SOPs for the virtual support team

Required Qualifications

• High School Diploma or GED (Associate's or Bachelor's degree preferred)
• 3+ years in healthcare customer service, with 1+ years in a team lead or supervisory role
• Comfortable managing remote staff and digital tools like Zoom, Teams, or Slack
• Familiarity with EHR systems (e.g., Epic, Athena health) and CRM platforms
• Deep understanding of HIPAA, patient data protocols, and remote work best practices