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About the Role

The CS Supervisor is responsible for day-to-day oversight of the Sutter Sync Customer Support team while also functioning as a working supervisor who actively handles patient calls on a daily basis. This role ensures consistent workflow execution, timely patient support, effective team coaching, and clear escalation pathways. The supervisor serves as the first point of contact for dissatisfied patient escalations, helping resolve concerns in real time while monitoring workload, quality, and staffing capacity.

Responsibilities

Handles patient calls on a daily basis.
Ensures consistent workflow execution.
Provides timely patient support.
Conducts effective team coaching.
Establishes clear escalation pathways.
Plans, organizes, staffs, monitors, coordinates, integrates, standardizes, assesses, and improves day-to-day operations.
Serves as the first point of contact for dissatisfied patient escalations.
Resolves patient concerns in real time.
Monitors workload, quality, and staffing capacity.
Supports current demand, proactive outreach, and continued program growth.

Requirements

HS Diploma or General Education Diploma (GED).
5 years recent relevant experience.
Experience in healthcare customer support, contact center, patient access, or virtual care team supervision is preferred.
Experience as a working supervisor supporting frontline calls, escalations, coaching, and workload balancing is preferred.
Experience using Genesys or a similar contact center platform to monitor queue activity, agent performance, call volume, and service levels is preferred.
Experience using Epic, including CRM, In Basket, patient chart review, documentation, and routing workflows is preferred.
Experience monitoring call, CRM, and In Basket volume to support timely follow-up and staffing decisions is preferred.
Experience with call quality review, patient escalation resolution, staff coaching, workflow standardization, and process improvement is preferred.
Critical thinking skills.
Complex problem-solving skills.
Multi-tasking abilities.
Decisive judgment.
Ability to work with minimal supervision.
Ability to work in a demanding, fast-paced environment balancing multiple priorities.
Ability to take appropriate actions in challenging situations.
Verbal and written communication skills.
Ability to work with accuracy and speed in a fast-paced environment.
Ability to self-organize and work with minimal supervision.
Ability to remain calm and focused in a chaotic and/or noisy environment.
Ability to type with accuracy and speed.
Ability to operate a multi-line phone.
Ability to utilize databases to access and document information.
Ability to operate office equipment such as printers, faxes, photocopiers and document imaging systems.

Skills

Critical thinking
Complex problem solving
Multi-tasking
Decisive judgment
Minimal supervision
Demanding, fast-paced environment balancing multiple priorities
Appropriate actions in challenging situations
Verbal communication
Written communication
Accuracy and speed
Self-organization
Calm and focused in a chaotic and/or noisy environment
Typing accuracy and speed
Multi-line phone operation
Database utilization
Office equipment operation

Location

San Francisco

Work Type

Hybrid
Full Time

Experience Level

5 years recent relevant experience
Healthcare customer support, contact center, patient access, or virtual care team supervision experience
Working supervisor experience supporting frontline calls, escalations, coaching, and workload balancing
Genesys or similar contact center platform experience
Epic experience
Call quality review, patient escalation resolution, staff coaching, workflow standardization, and process improvement experience

Education Level

HS Diploma or General Education Diploma (GED)

Salary/Compensations

$101,462.40 to $152,193.60

Benefits

Comprehensive benefits package

About the Company

Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.

Equal Opportunity

Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.