Supervisor Outreach

Put your talents to work at PCM! Whether you work in our Home Care, Clinical Research, Impairments, or Catastrophic Care division, you will support our mission to deliver care and other services that enhance the quality of life of our clients. Be a part of our dynamic client-focused team and make a difference in your career!

The Outreach Help Center Supervisor serves as the operational partner to the Director, Outreach Help Center, providing day-to-day leadership, oversight, and support to ensure the effective execution of Help Center operations. This is a hands-on leadership role responsible for supervising up to 10 team members while maintaining a comprehensive understanding of all Outreach Help Center functions.

The Supervisor is expected to lead by example, step in wherever needed, remove operational barriers, monitor quality and performance, and drive accountability across the team. This role plays a key part in maintaining service excellence, supporting employee development, ensuring operational consistency, and executing department priorities.

Qualifications

• Must reside in designated geographic area:

• One Supervisor in Colorado

• One Supervisor in Tennessee

• Demonstrated experience in customer service, customer support, outreach operations, healthcare operations, or a related field.

• Strong understanding of customer service workflows and operational processes.

• Proven ability to coach, motivate, and hold team members accountable.

• Excellent communication, organizational, and problem-solving skills.

• Ability to manage multiple priorities and adapt to changing business needs.

• Strong attention to detail and commitment to service excellence.

• Proficiency with Microsoft Office and applicable business systems.

• Operational Leadership & Execution

• Partner with the Director to execute departmental goals, initiatives, and daily operations.

• Maintain a comprehensive understanding of all Outreach Help Center functions and provide hands-on support wherever needed.

• Monitor workflows, workloads, service levels, and operational performance to ensure efficient and effective execution.

• Identify operational challenges and support process improvement efforts that enhance efficiency, quality, and customer experience.

• Team Leadership, Coaching & Accountability

• Directly supervise and support up to 10 Outreach Help Center team members.

• Establish clear performance expectations and foster a culture of accountability, ownership, collaboration, and service excellence.

• Provide ongoing coaching, training, feedback, and employee development to strengthen individual and team performance.

• Assist with onboarding, performance management, and employee engagement activities.

• Quality Assurance & Performance Management

• Monitor quality, productivity, and compliance through call reviews, work audits, metric tracking, and performance observations.

• Identify performance trends, gaps, and training opportunities, and implement corrective actions as needed.

• Support reporting, documentation, and ongoing evaluation of team and departmental performance.

• Ensure adherence to established workflows, quality standards, organizational policies, and service expectations.

• Customer Experience & Cross-Functional Collaboration

• Promote exceptional service and support for customers, referral sources, field representatives, and internal stakeholders.

• Assist with resolving escalated concerns and operational issues while driving timely and effective resolution.

• Partner with field teams and internal departments to ensure seamless communication, coordination, and customer handoffs.

• Serve as a subject matter expert and trusted resource for Outreach Help Center operations.

• Success Factors

• Acts as a trusted operational partner to the Director.

• Leads by example and is willing to step into any function as needed.

• Creates accountability while maintaining a positive, team-oriented culture.

• Ensures consistent execution of operational processes, quality standards, and service expectations.

• Demonstrates strong judgment, initiative, adaptability, and follow-through.

• All other duties as assigned

• The typical base pay range for this role is USD $72,100 - $105,800 per year. Individual base pay depends on various factors, in addition to primary work location, complexity and responsibility of role, job duties/requirements, and relevant experience, skills and other market-based factors.

• Available Benefits Include

• Medical

• Dental

• Vision

• 401(k)

• Company Paid Short Term Disability

• Flexible Spending Account (FSA)

• Health Savings Account (HSA)

• Paid Time Off

• Voluntary Benefits

• Professional Case Management is an Equal Opportunity Employer.