Overview
SET UP: ON-SITE
LOCATION: PORT OF SPAIN
SCHEDULE: M-F, 9-5PM AST
The Supervisor, Operations is responsible for ensuring that team members meet productivity and quality standards while managing a high volume of service requests from providers and members. This is a non-clinical position and does not include any triage program activities that require interpretation of clinical information.
Why Carenet?
At Carenet Health, we don't just deliver healthcare support; we create powerful patient experiences. Here, you'll be part of a mission-driven organization that thrives on innovation and teamwork. With opportunities for professional growth and a focus on work-life balance, this is more than a job - it's a career where you can make a lasting difference.
Responsibilities
Manage escalated inquiries from Customer Experience Agents, providing timely guidance and resolution.
Communicate trends and insights related to call escalations and client concerns to the Manager.
Supervise day-to-day operational activities of assigned team members to ensure productivity and service level objectives are consistently achieved.
Act as a subject matter expert, offering direction and operational support to the team.
Maintain prompt, professional communication with clients via email, phone, meetings, and EMR systems (as applicable).
Evaluate and validate reported client errors, identify process gaps, and implement necessary clarifications or improvements.
Partner with clients to align on process updates and maintain accurate client error tracking logs.
Support client meetings by selecting calls for review, preparing agendas, documenting notes, and providing required materials.
Participate in and lead client-related training sessions as needed.
Serve as a primary help desk contact for clients, monitoring and responding to incoming requests.
Provide backup support for escalated calls when required.
Monitor desktop queues to ensure adherence to service level agreements (SLAs).
Conduct quality assurance audits and deliver coaching to drive team performance and compliance.
Build and sustain strong client relationships by proactively identifying needs and resolving issues.
Promote staff development through structured coaching, mentoring, and targeted training initiatives.
Address service-related concerns promptly, ensuring complete resolution and follow-through.
Tailor communication approaches to effectively engage individuals from diverse professional backgrounds.
Prioritize and manage tasks based on urgency and business impact.
Perform additional responsibilities as assigned, including meeting participation and team support initiatives.
Qualifications
- High School Diploma or General Education Degree (GED) required.
- Previous supervisory experience preferred.
- Minimum of one year of clinical or telephonic customer service experience in a medical office, clinic, or institutional setting.
- Experience with health insurance and managed care concepts preferred.
- Proven experience in coaching, performance management, and leading teams
- Proficient in word processing, spreadsheets, email, database, and internet software.
- Strong communication, analytical, and problem‑solving skills
- Ability to work in fast‑paced, high-volume environments
Note:
Completion of assessments may be required before an applicant can move forward. Completing assessments must be done independently. Any discovery of unauthorized completion, whether during or after the hiring process, will result in disqualification or termination.
Carenet Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.
Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal.
