About the role

Supervisor leading outreach team within Quality Contact Center for Astrana Health. Driving culturally competent member interactions to support healthcare quality outcomes.

Responsibilities

Lead and manage a remote team conducting outreach to address prioritized clinical gaps.
Oversee daily workflows, call queues, and performance metrics to ensure productivity and service levels.
Manage multi-modal outreach campaigns (phone, email, SMS) and support unified engagement strategies.
Conduct quality reviews, provide coaching, and maintain onboarding and ongoing training programs.
Support workflow design and process improvements to enhance operational efficiency.
Handle escalations, difficult cases, and member concerns with professionalism and resolution focus.
Step in to perform outreach activities, including live calls, as needed.
Ensure accurate documentation across multiple systems while maintaining HIPAA compliance.
Support hiring, onboarding, staff development, and performance management initiatives.
Lead or participate in special projects and cross-functional initiatives as assigned.
Miscellaneous tasks as assigned by leadership.

Bachelor’s Degree in Business Administration, Healthcare Administration, or related field preferred.
Minimum five (5) years of healthcare experience, including at least one (1) year in a lead or supervisory role.
Experience with electronic medical records (EMR) and/or practice management systems preferred.
Customer service and/or call center experience strongly preferred.
Intermediate proficiency in Microsoft Office (Outlook, Word, Excel).
Fluent in Spanish required.
Strong leadership, coaching, and team development skills.
Excellent verbal and written communication skills.
Detail-oriented with ability to manage multiple systems and priorities simultaneously.

Our organization follows a hybrid work structure where the expectation is to work both in office and at home on a weekly basis.
Astrana Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.
If you require assistance in applying for open positions due to a disability, please email us at [email protected] to request an accommodation.