Call Center Supervisor

Job overview

The Call Center Supervisor role is based in New Haven, CT, and oversees a remote team of Call Center Representatives. Compensation is not specified. Fair Haven Community Health Care provides medical and dental care and works to improve community health and social well-being through equitable, culturally responsive, patient-centered care. The supervisor manages daily call-center operations and staff performance to support timely patient access, service quality, regulatory compliance, and departmental goals.

What you'll do

• Supervise, coach, mentor, and develop representatives
• conduct evaluations and competency assessments
• monitor attendance, schedule adherence, productivity, call queues, service levels, wait times, and staffing
• coordinate staffing adjustments
• handle escalations
• review call quality and documentation
• ensure HIPAA and confidentiality compliance
• analyze metrics and report performance
• support recruitment, onboarding, and training
• answer calls and assist with outreach and appointment recapture as needed.

What we're looking for

Skills & competencies

call center supervisor

healthcare call center

patient access

remote team supervision

hipaa

call quality

workforce management

new haven ct

fair haven community health care

bilingual english spanish

Work arrangement

• Weekend coverage required

Benefits & perks

• Medical, dental, and vision
• voluntary insurance benefits
• paid holidays
• generous paid time off
• tuition reimbursement.

Why this role

Requires five years of high-volume healthcare call-center or patient-access experience, two years of supervisory experience, and bilingual English/Spanish ability. Experience with electronic health records is required; Epic is preferred.

About the employer

Fair Haven Community Health Care is hiring for this role. Industry: All Other Outpatient Care Centers. Sector: 62.