Job Description

We are recruiting for a mission-driven Supervisor, Call Center (Hybrid Remote, must live in Denver Metro Area) to join our team!

We're with you for life’s journey. At Denver Health, purpose isn’t just something we believe in—it’s something we live every day, for life’s journey.

Our Values

Respect | Belonging | Accountability | Transparency

Department

Appointment Center

Company is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

A Brief Overview
Under minimal supervision, the Call Center Supervisor oversees the daily operations of a healthcare customer service or patient support call center, ensuring high-quality service, regulatory compliance, and operational efficiency. This role is responsible for supervising call center representatives, monitoring performance metrics, coaching staff, resolving escalated patient or member concerns, and ensuring adherence to healthcare policies, privacy regulations, and organizational standards. Collaborates closely with internal departments and stakeholders to align service delivery, resolve operational issues, improve processes, and support organizational goals. The supervisor works closely with management to achieve service-level goals, improve patient and member satisfaction, support continuous process improvement initiatives and demonstrates proficiency in key call center metrics and telephony systems to ensure adherence to departmental standards.

What you will do

• Ensures peer quality and audio review so that all cases handled meet departmental performance standards following established QA procedures.
• Accepts feedback for the purpose of quality improvement, positive team building and training in a courteous and professional manner.
• Completes training as assigned or planned.
• Has the ability to comprehend and appropriately use medical terminology and can read, understand and interpret information provided and questions asked.
• Completes a variety of administrative tasks including case reconciliation, transmission, and management of email inboxes and calendars
• Provides leadership and supervision to staff daily and serves as the primary resource for staff on workflow, process and administrative issues.
• Demonstrates highly developed communication skills enabling call center management and teamwork. Inspires trust and is approachable. Provides Team support with patience, respect and equality.
• Utilizes problem solving skills and knowledge of call center systems to troubleshoot or escalate call center staff issues
• Conducts applicable call center staff meetings.
• Completes annual performance evaluations for all applicable call center staff.
• Ensures the generation of internal and client requested tailored reports within the variety of call center systems as applicable.
• Maintains and manages client documents within various data systems
• Develops and manages reference documents and any additional internal documents that call center staff utilize.
• Acts as a point of client contact to address and escalate current issues, new projects/training, coordinates teleconferences and manages client requirements.
• Develops and implements processes to ensure client contractual obligations and service levels are met or exceeded.
• Develops and implements work schedules and assignments to ensure appropriate staffing on and off phones to meet anticipated volume, required service levels and training needs. Regularly monitors call queue, distribution, volume and service levels adjusting staffing and assignments to meet changes. As needed, directs telephone coverage during periods of high volume, staff shortages and emergencies.
• Responsible for maintaining appropriate staffing resources including recruitment and retention.
• Coordinates and plans training and other activities of current and new staff.0
• Manages training documentation of staff and provides feedback and training or retraining when applicable.
• Perform front-line responsibilities as needed, including but not limited to handling inbound calls, supporting chats, managing work queues, responding to inquiries, and completing administrative tasks to ensure efficient department operations.

Qualifications

• High School Diploma or GED Required
• 1-3 years Contact Center Experience Required and
• Excellent verbal and written communication skills; uses interpretation services when needed to assist callers.
• Excellent customer service skills.
• Excellent organizational and leadership skills
• Ability to quickly learn systems administration for new systems procured by department operations.
• Ability to work in a fast and intense environment, responding to multiple inquiries, researching specialized industry resources, following specific protocols, and accurately documenting all information received and provided.
• Strong critical thinking and problem-solving skills; exercises initiative and professional judgment in selecting proper resources and actions.
• Demonstrates intermediate to advanced computer proficiencies, including excellent typing skills and the ability to work among multiple databases.
• Demonstrates advanced Microsoft Office skills, specifically Word, Excel, and Power Point.
• Demonstrates or possesses ability to demonstrate proficiency across MedInquirer.

Physical Demands

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Constantly
• Lifting - Rarely
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Climbing - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Rarely
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Rarely
• Talking - Constantly
• Hearing - Constantly
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Frequently

Working Conditions

• Extreme cold - Rarely
• Extreme heat - Rarely
• Humidity - Rarely
• Wet - Rarely
• Noise - Occasionally
• Hazards - Rarely
• Temperature Change - Rarely
• Atmospheric Conditions - Rarely
• Vibration - Rarely

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.

Shift

Days (United States of America)

Work Type

Regular

Salary

$56,600.00 - $82,100.00 / yr

Benefits

At Denver Health, we take care of the people who take care of our community. Our benefits are built to support your life, your family, and your future — with generous paid time off, fully paid parental leave, exceptional retirement contributions, comprehensive health coverage, and nationally recognized well-being programs. We invest in your growth through tuition assistance, career advancement pathways, and professional development — while also offering meaningful financial advantages through loan forgiveness eligibility and employer contributions. When you join Denver Health, you’re joining a mission-driven organization that invests in you.

Here is a small list of our benefit programs:

• Paid time off starting at 28 days per year, inclusive of vacation, personal/sick, and 7 Holidays
• 100% paid parental leave up to 6 weeks
• Immediate eligibility for retirement plans with employer contribution up to 9.5%
• Generous medical, dental, vision plans in addition to employer paid disability and life insurance.
• Comprehensive well-being programs including on-site employee fitness center located on Denver Health main campus and nationally recognized RESTORE Center
• Free RTD EcoPass (public transportation)
• Childcare discount programs & exclusive perks on large brands, travel, and more
• Tuition reimbursement & assistance
• Education, coaching, and professional development opportunities through the Workforce Development Center (WFDC) that support internal career growth and advancement pathways
• Professional clinical advancement program & shared governance
• Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program
• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer

About Denver Health

Denver Health is an integrated, high-quality academic healthcare system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver’s 911 emergency medical response system, 10 family health centers, 19 school-based health centers, Rocky Mountain Poison & Drug Safety, the Public Health Institute at Denver Health, Denver Health Medical Plan and Denver Health Foundation.

As Colorado’s primary, and essential, safety-net healthcare system, Denver Health is a mission-driven organization that has provided millions in uncompensated care for the uninsured each year.

Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

Denver Health is an equal opportunity employer (EOE). We value the unique ideas, talents and contributions reflective of the needs of our community. All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made. Applicants will be considered until the position is filled.