Contact Center Supervisor
Remote
Full Time
DxTx
Entry Level
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Contact Center Supervisor
Full-Time | Any shift during current business hours | $50,000-62,000 per year
Location: Remote
About DxTx Pain & Spine
DxTx Pain & Spine is a physician-aligned partner organization supporting independent, award-winning physicians nationwide. We provide scalable operational resources—including back-office support, compliance, finance, ASC services, and marketing—while preserving each practice’s autonomy and identity.
The Opportunity
You will lead a team of Customer Service Representatives (CSRs) and oversee daily contact center operations in a fast-paced, patient-centered setting. This role drives service excellence, resolves escalations, ensures quality standards, and supports continuous improvement through collaboration and strong communication.
What You’ll Do
Leadership & Culture
- Build a culture of accountability, collaboration, and continuous improvement
- Provide daily coaching, motivation, and performance feedback
- Conduct formal evaluations and regular coaching
- Manage second-level escalations and sensitive patient concerns
- Use QA tools and performance data to identify trends and implement improvements
- Maintain high-quality, compliant service aligned with KPIs
- Deliver structured coaching based on QA reviews
- Support HIPAA-compliant handling of patient data
- Oversee accurate and efficient patient registration and scheduling
- Monitor queues and adjust staffing to meet service levels
- Support CSRs with complex issues and communicate outcomes
- Collaborate with extended teams to maintain and improve workflows
- Enjoy coaching and developing team members
- Communicate clearly and manage conflict effectively
- Stay calm under pressure and adapt quickly
- Use data to guide decisions and improvements
- Are driven to enhance both patient experience and team performance
- 2+ years of call center leadership experience
- Experience with ACD, QA, and WFM tools
- Healthcare or medical call center experience
- Experience with AI-enabled call centers (preferred)
- Familiarity with HIPAA and patient data regulations
- Ability to analyze performance metrics and coach to results
- Sitting for long periods
- Speaking/hearing with or without accommodations
- Use of hands for handling and reaching
- Ability to lift 10 lbs frequently, 25 lbs occasionally
- Close vision, depth perception, and focus adjustment
- Health, Dental & Vision Insurance
- Accident and Life/AD&D Insurance
- Short & Long-Term Disability
- Emergency Travel Assistance
- ID-Theft Protection Services
- LifeMart Employee Discount Program
- Health Savings Account (HSA)
- Health Management Tools
- PTO & Company Paid Holidays
- Paternal Leave
- 401(k) Retirement Plan
- Remote Stipend
- Travel Reimbursement
- Continuing Education Reimbursement
- Bonusly (employee recognition)
- DailyPay (on-demand pay access)
You’ll join a mission-driven organization dedicated to innovation, clinical excellence, and strong physician partnerships. Your leadership will directly support both patients and providers while contributing to a culture of growth, transparency, and collaboration.
Ready to Lead with Purpose?
If you’re passionate about developing high-performing teams, driving quality outcomes, and improving patient experience, we encourage you to apply.
An Equal Opportunity Employer
We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.
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