Supervisor, Customer Support

We are so glad you are interested in joining Sutter Health!

Organization:

SHSO-Sutter Health System Office-Bay

Position Overview:

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. Is responsible for planning, organizing, staffing, monitoring, coordinating, integrating, standardizing, assessing and improving the day-to-day operations in the assigned areas. 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 so the team can support current demand, proactive outreach, and continued program growth.

Job Description:

EDUCATION:

• HS Diploma or General Education Diploma (GED)

TYPICAL EXPERIENCE:

• 5 years recent relevant experience

PREFERRED EXPERIENCE:

• Healthcare customer support, contact center, patient access, or virtual care team supervision.

• Experience as a working supervisor supporting frontline calls, escalations, coaching, and workload balancing.

• Experience using Genesys or a similar contact center platform to monitor queue activity, agent performance, call volume, and service levels.

• Experience using Epic, including CRM, In Basket, patient chart review, documentation, and routing workflows.

• Experience monitoring call, CRM, and In Basket volume to support timely follow-up and staffing decisions.

• Experience with call quality review, patient escalation resolution, staff coaching, workflow standardization, and process improvement.

SKILLS AND KNOWLEDGE:

• This position requires critical thinking, complex problem solving, multi-tasking, decisive judgment and the ability to work with minimal supervision and ability to work in a demanding, fast-paced environment balancing multiple priorities while taking 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 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.

These Principal Accountabilities, Requirements and Qualifications are not exhaustive, but are merely the most descriptive of the current job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, staff changes, workload, or technical development).
 

Job Shift:

Days

Schedule:

Full Time

Days of the Week:

Monday - Friday

Weekend Requirements:

As Needed

Benefits:

Yes

Unions:

No

Position Status:

Exempt

Weekly Hours:

40

Employee Status:

Regular

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

Pay Range is $101,462.40 to $152,193.60 / annual salary

The compensation range may vary based on the geographic location where the position is filled. Total compensation considers multiple factors, including, but not limited to a candidate’s experience, education, skills, licensure, certifications, departmental equity, training, and organizational needs. Base pay is only one component of Sutter Health’s comprehensive total rewards program. Eligible positions also include a comprehensive benefits package.