Leads a Culture of Caring Connections
Coaches and develops team members to lead every interaction with empathy, patience, and respect
Reinforces service behaviors that build trust and emotional connection with older adults, individuals with disabilities and special needs
Stills accountability for end-to-end resolution of member issues
Monitors and improves first call resolution (FCR) performance and follow-through behaviors
Ensures Specialists advocate for members, navigate systems effectively, and resolve root causes vs. just surface issues or pass off
Conducts live call monitoring, coaching, and documented feedback sessions focused on empathy, ownership, and resolution
Holds monthly 1:1 performance meetings with direct reports and develops individualized documented coaching plans
Creates an environment of continuous coaching, learning, and psychological safety

Minimum 3 years of customer service experience in healthcare, insurance, or Medicare Advantage
Minimum 2 years of supervisory or team lead experience in a contact center or member services environment
Strong knowledge of Medicare Advantage, Medicare Managed Care, and related regulatory requirements
Demonstrated ability to coach empathy, de-escalation, and service recovery techniques
Proven ability to drive performance in KPIs such as FCR, quality scores, member satisfaction, adherence, and productivity
Ability to interpret data and translate trends into actionable coaching and process improvements
Excellent written and verbal communication skills; ability to communicate complex healthcare information clearly and compassionately
Proficiency in MS Office, CRM systems, and contact center technologies
Ability to maintain confidentiality and ensure HIPAA compliance in a remote environment

Customer Experience Supervisor

Key skills