Remote Customer Resolution Supervisor

Overview

The Remote Customer Resolution Supervisor is responsible for leading a team of frontline Resolution Specialists focused on delivering timely, compassionate, and fully owned resolution of member issues.

In Short

• Lead, coach, and develop a team of Resolution Specialists.
• Ensure timely resolution of member concerns and improve case closure turnaround times.
• Monitor performance metrics to meet operational targets.
• Foster a culture of caring connections and accountability.
• Implement process improvements to enhance service quality.
• Collaborate with internal departments to resolve cases.
• Track and analyze team KPIs for continuous improvement.
• Ensure compliance with CMS and regulatory requirements.
• Support scalable workflow enhancements for membership growth.
• Drive employee engagement and professional growth.

Requirements

• 3+ years of experience in healthcare contact center or member services.
• 2+ years of frontline leadership experience.
• Strong understanding of regulatory and compliance standards.
• Experience in Medicare Advantage or managed care is preferred.
• High School diploma required; Bachelor’s degree preferred.
• Ability to coach for both empathy and performance.
• Operational discipline and data-driven decision making skills.
• Strong problem-solving and cross-functional partnership skills.
• Change agility and ability to lead through growth.
• Commitment to scalable, sustainable solutions.

Benefits

• Opportunity to make a difference in the lives of seniors.
• Ample room for growth and innovation.
• Work in a mission-focused team.
• Competitive salary based on experience and market location.
• Supportive and collaborative work environment.