Supervisor Call Center - Inova Cares

Inova Health is looking for a dedicated Supervisor Call Center to join the Inova Cares Call Center team. This role will be full-time, day shift from Monday - Friday between 9:00 am - 5:30 pm.

Remote Eligibility: This position is eligible for hybrid/work for candidates residing in the following states - VA, MD, DC, DE, FL, GA, NC, OH, PA, SC, TN, TX, WV

The Supervisor Call Center provides day-to-day leadership and operational oversight of team members within the call center. This role ensures that staff deliver excellent patient service, meet performance expectations, and adhere to established processes and standards. The Supervisor partners with the manager to implement workflows, monitor team performance, and support staff development. This position balances supervisory responsibilities with direct support of patient service operations as needed.

Inova is consistently ranked a national healthcare leader in safety, quality and patient experience. We are also proud to be consistently recognized as a top employer in both the D.C. metro area and the nation.

Featured Benefits:

• Committed to Team Member Health: offering medical, dental and vision coverage, and a robust team member wellness program.
• Retirement: Inova matches the first 5% of eligible contributions - starting on your first day.
• Tuition and Student Loan Assistance: offering up to $5,250 per year in education assistance and up to $10,000 for student loans.
• Mental Health Support: offering all Inova team members, their spouses/partners, and their children 25 mental health coaching or therapy sessions, per person, per year, at no cost.
• Work/Life Balance: offering paid time off, paid parental leave, and flexible work schedules

Supervisor Call Center - Inova Cares Call Center Job Responsibilities

• Supervises daily operations of team members in assigned areas to ensure department goals and service standards are met.
• Utilizes work force manager and employee engagement manager to provide coaching, mentoring, and performance feedback; addresses behavioral or performance concerns and escalates when appropriate.
• Monitors call center (Real Time) metrics (call times, volume, wait times, scheduling accuracy, customer satisfaction) and takes corrective actions as needed.
• Supports Team Leads in resolving escalated patient concerns and ensures professional communication with patients, staff, and physicians.
• Coordinates staff scheduling, attendance, and time-off requests to maintain adequate coverage.
• Partners with the manager to deliver corrective actions based on performance, deliver training, workflow updates, and policy changes.
• Identifies opportunities for process improvements and recommends enhancements to increase efficiency and patient satisfaction.
• Collaborates with leadership and peers to support department initiatives and patient outreach projects.
• Provides backup coverage for inbound/outbound calls and scheduling when necessary.
• Performs other related duties as assigned.

Minimum Qualifications:

Experience - 4 years of relevant experience; 1 year of supervisory experience

Education - High School or GED

Preferred Qualifications:

Bilingual proficiency (Spanish) to support a diverse patient population

Previous experience as a Team Lead or Patient Service Representative IV within the Inova Cares Call Center.

Proven ability to coach and support frontline staff, address escalated patient concerns, and contribute to performance management efforts

Associate's degree preferred (Healthcare Administration, Business, or related field preferred)

We are Inova, Northern Virginia's leading nonprofit healthcare provider. Every day, our 26,000+ team members provide world-class healthcare to the communities we serve. Our people are the reason we''re a national leader in healthcare safety, quality and patient experience. And from best-in-class facilities to professional development opportunities, we support them at every step. At Inova, we''re constantly striving to be ever better - to shape a more compassionate future for healthcare.

Inova Health System is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information, or any other characteristics protected by law.