Supervisor of Customer Engagement

  • Requisition ID: 179153
  • Department: 100634 PBX
  • Schedule: Full Time - Eligible for Benefits
  • Shift: Varies
  • Category: Management
  • Salary:$26.95 - $37.73

Position Purpose

This position oversees different areas within the Customer Engagement Center for Renown and Hometown Health. Supervising the daily operations and functions of various service areas within the department including Learning and Development, Operator Services, Renown Scheduling, Authorizations, Outreach, MyChart Technical Support and Hometown Health. The Supervisor of Customer Engagement is customer focused leader with a passion for patients and the team members they lead. They will motivate team members to drive performance metrics, exceptional customer service, and overall engagement of their respective team. The Supervisor is a role model of exceptional, professional behavior and serves as a leader for all incumbents of the Engagement Center. Supervisors represent the Engagement center and work to further its mission and vision across the health system with key stakeholders, collaborators, and all others. They partner closely with key stakeholders including various health system leaders to meet organization objectives, identify areas of waste, and lead process improvement initiatives that improve organization effectiveness.




Nature and Scope

Supervisor of Engagement Center is responsible for creating and maintaining a professional, efficient, safe, and positive working environment for team members and other departments within the organization. Leaders will work closely with the Learning and Development team to ensure that the Engagement Center meets key performance and quality metrics, such as Call Metrics, Centers for Medicare, and Medicaid Services (CMS) guidelines, HEDIS benchmarks, and various other health system goals and objectives.

• Serve as a subject matter expert in teams’ service area, answer questions, stay up to date with all business changes.

• Assist with implementation and improvements of technology.

• Drive team performance.

• Oversee team members' engagement, behavior, and daily activities.

• Work collaboratively with other leaders within the Engagement Center to be able to provide coverage for and support to other teams when necessary.

• Devise ways to optimize procedures and carry out process improvement projects.

• Proactively work to engage and motivate team members. Strive to build a culture that is consistent with Renown's mission, vision, and values.

• Provide professional development for team members, help them to establish and work toward career goals.

• Complete required one on ones and performance evaluations. Provide continuous feedback to employees on performance, productivity, and behavior.

• Recognize employees using organization recognition platform.

• Facilitate team meetings, training, or engagement opportunities.

• Monitors the work of teams; phone queues, member walk-ins, front desk, email and chat activities, CRM request and daily operations of Engagement Center to ensure a quality customer experience.

• Work with the Learning and Development and forecasting to ensure adequate scheduling of team members to meet dynamic staffing needs as well as quality monitoring goals.

• Review team members work to ensure tasks are being completed in a timely and appropriate fashion. Strive to meet and exceed team specific goals and objectives.

• Deliver crucial conversations, performance coaching and corrective actions, with the assistance of Human Resources when necessary. Prepare and deliver performance improvement plans where appropriate.

• Prepare and present relevant data using reporting tools at appropriate time intervals.

• Complete payroll, manage time-off requests, monitor schedule adherence and work with Workforce Management to ensure team is properly staff for business needs

• Conduct interviews, complete new employee onboarding and work with Learning and Development for successful training plan of employees.

• Must have basic knowledge of applicable programs used in the Engagement Center including Electronic Medical Record system (EMR).

• Engage and act in the best interest of the organization by living Renown Health and Hometown Health mission and values. Ensure adherence to company policies.

• Proactively escalate opportunities for improvement, perform root cause analysis, and implement process changes.

• Provide change management to team to support business advancements.

• Prepare communication, reports, and standard work.

• Proactively identify opportunities for service recovery, carry out appropriate investigation into customer complaints and work to ensure they are addressed and appropriately documented in a timely manner.

• Facilitate and report during huddles, meetings, and presentations with stakeholders and other departments.

• Demonstrate daily leadership skills to promote individual and team excellence

• Work to cultivate strong emotional intelligence and self-awareness to manage successfully through difficult employee relations issues.




The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.




Minimum Qualifications
Requirements - Required and/or Preferred




Must have working-level knowledge of the English language, including reading, writing and speaking English. A four-year college degree from an accredited college or equivalent professional experience. Minimum of 5 years' experience in customer service, health insurance, and healthcare with previous roles of higher or increasing responsibility including lead, mentor, trainer, or leader preferred.


Five (5) years’ experience in a position that involved extensive customer service skills. Knowledge of state and federal insurance regulations with emphasis on the Centers for Medicare and Medicaid Services (CMS) preferred. Healthcare experience preferred with call center responsibility. Must have excellent communication, presentation, and organizational skills.




Certified Medical Insurance Specialist, Lean Six Sigma or Transformational Healthcare preferred but not required.

Computer / Typing:

Must be proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel, and Word and can use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc. Demonstrate proficiency with technology and exhibit ability to learn and master call center systems within 90 days.




Renown Health exists to make a genuine difference in the health and well-being of the people and communities we serve. And it is through your passion that this mission is made real every day. The relationship with employees is the foundation for success as we proceed with our strategic direction. We strive to build upon this solid partnership by offering a comprehensive and competitive benefits package that meets the diverse needs of employees and their family members.

With my CAREER Rewards there's peace of mind in knowing that Renown Health is also fighting for the most important things in your life - family, finances and future. Navigate options and make sure you are getting the most value from your Nursing career with us.

  • Icon- Edu Assistance@1x

    Education Assistance

  • Icon - PTO@1x

    Paid Time Off

  • Icon - 401@1x

    401(k) Company Match

  • Icon - Flexible Env@1x

    Flexibile Work Environment