Pay Growth
?
out of 5
Not enough data
Not enough info to score pay or growth
Healthcare Call Center Supervisor
Job
Fusion BPO Services
Spindale, NC (In Person)
$35,360 Salary, Full-Time
Review key factors to help you decide if the role fits your goals.
Job Security
?
out of 5
Not enough data
Calculating job security score...
Total Score
51
out of 100
Average of individual scores
Skill Insights
Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job Description
Job Summary The Supervisor, Healthcare Call Center holds primary responsibility for the direct supervision of Healthcare Representatives, handling inbound inquiries for Non-Members, Members, Providers, and Pharmacies. The Supervisor will provide optimal customer service (internal and external) with applicable departmental and regulatory guidelines. The Supervisor will coordinate and manage the daily activities of the CSR staff including schedule adherence, task assignment, coaching for success, quality assurance, disciplinary functions, hiring, and general directives, under direction of the Manager, Healthcare Call Center. Key Responsibilities Supervision & Team Leadership Supervise daily activities of Healthcare Call Center Agents Monitor call performance, productivity, quality scores, and adherence metrics Provide real-time coaching, feedback, and corrective action as needed Conduct one-on-one meetings, performance reviews, and development plans Support scheduling, attendance tracking, and workforce needs during peak periods Serve as escalation point for complex customer or agent issues Compliance & Quality Assurance Ensure adherence to CMS, HIPAA, and company compliance standards Conduct call monitoring and quality evaluations Reinforce compliant practices and documentation requirements Address compliance issues promptly and document corrective actions Stay current on federal regulations, carrier updates, and annual changes Reporting & Collaboration Track and report team KPIs including sales, enrollment accuracy, QA scores, and attendance Collaborate with management, QA, compliance, and operations teams Assist in process improvement initiatives to enhance agent performance and customer experience Required Qualifications 2+ year in a supervisory, team lead, or training role within a call center 1-2 years of prior experience with Medicare benefits, including Medicare Advantage Plans Healthcare/Insurance industry experience Proven coaching, mentoring, and training skills Familiarity with CRM, dialer systems, and QA platformsSkills & Competencies Leadership and team development Strong communication and presentation skills Compliance-driven mindset Analytical and performance-management skills Ability to multitask in a fast-paced, metrics-driven environment Conflict resolution and problem-solving skills Work Environment High-volume call center environment Extended hours may be required during Annual Enrollment Period (AEP)