About Madison Health

Madison Health is a community-focused healthcare organization dedicated to providing compassionate, high-quality care close to home. We believe our employees are the heart of our mission and are committed to fostering a supportive, collaborative workplace where every team member can thrive.

Why Join Madison Health?

• Supportive, team-oriented work environment
• Competitive compensation
• Comprehensive benefits package (medical, dental, vision, retirement)
• Paid time off and holidays
• Opportunities for professional growth and development
• Meaningful work that makes a difference in our community

Position Summary

The Call Center Supervisor is responsible for overseeing daily call center operations, managing a team of customer service representatives and ensuring high quality customer interactions. This role focuses on performance management, coaching, workflow efficiency and meeting service level objectives while maintaining a positive and productive team environment.  

Key Responsibilities

• Supervise, coach and support a team of call center agency to ensure performance goals are met.
• Monitor call quality, customer interactions and agent adherence to policies and procedures.
• Track and manage KPIs such as call volume, handle time, customer satisfaction and attendance.
• Participates in regular performance evaluations and provides feedback and coaching to call center representatives.
• Assist with hiring, onboarding and training new team members.
• Handle escalated customer service issues and resolve complex or sensitive cases.
• Collaborate with management to implement process improvements and operational initiatives.
• Treats patients and families with dignity and respect.  Ensures confidentiality of patient records.  Interacts professionally with patients and families and provides explanations and reassurance as necessary.

Required Qualifications

• Education: High school diploma or equivalent.  Associate or Bachelor's degree preferred.
• Experience: Experience working in hospital or healthcare facility preferred.  Call center experience preferred or equivalent customer service experience.  Strong supervisory or team lead experience preferred.