Call Center Supervisor

About the Company

OncoHealth is a digital health organization focused on helping health plans, employers, providers, and patients manage the physical, emotional, and financial demands of cancer care through technology-enabled services. The company supports more than 14 million people across the US and Puerto Rico and provides digital tools for treatment review and virtual care across all cancer types.

Role Summary

The Call Center Supervisor will guide a team of Phone Intake specialists to ensure every case is captured accurately, processed on time, and handled with strong inbound call service performance. This position owns team results for service-level goals, quality expectations, and turnaround-time commitments, while also providing coaching, managing performance, and improving operations through collaboration with other teams.

Key Responsibilities

• Work rotating shifts within office coverage hours of 8:00 a.m. to 8:00 p.m. EST, Monday through Friday, and Saturdays from 8:30 a.m. to 6:00 p.m. EST, with hours subject to operational changes or extensions.
• Recruit, train, coach, and continuously develop Phone Intake specialists, including onboarding and ongoing performance support.
• Build a team culture centered on two-way feedback, quality improvement, and growth for both individuals and the group.
• Hold regular one-on-one meetings, listen to and review calls, and provide quality feedback to strengthen performance.
• Track live and historical KPIs such as call volume, service levels, quality results, and productivity trends.
• Act on performance issues through coaching, corrective action, and recognition efforts.
• Manage day-to-day inbound call operations to maintain coverage that matches demand.
• Step into call queues during high-volume periods or staffing shortages when needed to protect SLA performance.
• Work with workforce management or operations teams to improve schedules, staffing plans, and queue efficiency.
• Ensure the team consistently follows call-handling standards, documentation rules, and workflow requirements.
• Escalate risks, capacity constraints, and service-level concerns quickly and appropriately.
• Make sure work meets internal quality standards, regulatory obligations, and audit expectations.
• Oversee turnaround-time and service-level compliance across team activities.
• Review audit results, spot patterns, and apply corrective measures to improve compliance.
• Encourage communication that stays patient-centered and provider-centered across every interaction.
• Identify recurring call drivers, system problems, and workflow bottlenecks.
• Partner with leadership to propose and implement process improvements and operational enhancements.
• Help the team adopt updated workflows, tools, and communication standards.
• Collaborate with Case Management, Customer Support, and Operations teams.
• Serve as the escalation contact for complex cases, provider issues, and internal concerns.
• Join cross-functional meetings aimed at improving intake flow, case movement, and overall service experience.

Experience and Qualifications

• A high school diploma or equivalent is required.
• An associate degree or bachelor’s degree is preferred, especially in Healthcare Administration, Health Information Management, Business Administration, or a related area; relevant experience may substitute for formal education.
• At least 3 to 5 years of experience in healthcare operations, call center leadership, utilization management, or a similar field is required, including 1 to 2 years in people leadership.
• Strong ability to lead, coach, and develop others.
• Comfort working in high-volume, fast-moving operational environments.
• Strong analytical ability to understand performance reports and operational metrics.
• Excellent communication and conflict-resolution abilities.
• High attention to detail and strong organizational habits.
• Ability to juggle competing priorities while driving outcomes through a team.
• Proficiency with MS Office is required; experience using call center platforms, case management systems, and workforce management tools is preferred.

Remote Work Requirements

• Must be able to sit for long periods while working at a computer and handling a high number of inbound calls.
• The work area must be PHI-compliant and protect privacy at all times.
• The environment must be private enough that conversations cannot be overheard.
• Electronic and paper records must be handled securely.
• HIPAA and company privacy standards must be followed consistently.
• Reliable internet, power, and equipment capable of supporting sustained call and system use are required.
• Must be able to stay focused and productive in a fast-paced, high-volume setting.

Location and Work Style

OncoHealth supports remote, hybrid, and in-office arrangements. Most of the team works remotely or in hybrid setups, with offices in Atlanta, Georgia and Guaynabo, Puerto Rico. The company is open to candidates across the United States, though the work is primarily aligned with Eastern and Central Time Zones.

Culture and Benefits

The company values ownership, fast action, critical thinking, and strong teamwork. Its leadership emphasizes respect, clinical excellence, innovation, and a patient-first mindset. Employees receive a full benefits package starting on day one, along with a company bonus. The environment is described as collaborative, social, and modern, with opportunities to work from or visit the offices and take part in community and social activities.

Equal Opportunity

OncoHealth is committed to equal employment opportunity and makes hiring decisions based on qualifications, merit, and business need. Employment decisions are not influenced by race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected by applicable law.

Business Context

The company notes that the cost of cancer-related medical services and prescription drugs in the United States is projected to reach $246 billion by 2030. OncoHealth has grown rapidly over the last three years, has fewer than 250 team members, and is backed by Arsenal Capital Partners and McKesson Corporation. It remains in growth mode and is open-minded about how work gets done.

Products and Services

OncoHealth’s offerings include OneUM, a utilization management system with a single e-prior authorization portal for oncology drug requests and treatments; Oncology Insights Pro, an analytics platform that helps health plans improve oncology programs using data and dashboards; Pharmacy Consulting services for health plans and pharmaceutical companies; and Iris, a 24/7 oncology telehealth platform that provides personalized support for the physical and emotional effects of cancer and treatment.

Additional Information

This role requires flexibility to support operational coverage and may involve stepping into active call handling when needed. The position is focused on maintaining quality, compliance, and strong service performance while continuously improving intake operations.