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We're Hiring: Customer Experience Supervisor | HealPath

Office-based | Full-time, Supervisory Role

Department: Customer Experience – Digital Health Operations

HealPath delivers reliable, privacy-safe customer experience across calls, WhatsApp, email, tickets, telehealth, Chronic Refill, CCM and partner-integrated care. We're looking for a Customer Experience Supervisor to run the day-to-day operation — protecting member trust and access while driving up NPS/CSAT and driving down errors and rework.

What you'll own:

✅ Daily queue control, shift coverage, and escalations across all channels

✅ Supervision, coaching, and QA feedback for Customer Support Specialists & Receptionists

✅ Enforcing SOPs, privacy standards, and audit-ready documentation

✅ Complaints handling, root-cause reviews, and service recovery

✅ Coordinating clinical routing with Clinical Services & Medication Management

✅ KPI reporting and approved process improvements

Requirements

Bachelor's degree in business, healthcare admin, communications, or related field

3–5 years in healthcare/customer operations or contact centres

1–2 years of team leadership or supervisory experience

Professional working English

Hands-on with ticketing, scheduling, messaging & telephony platforms

Proven discipline handling confidential member data & PHI

Nice to have:

⭐ Telehealth, chronic care, or medication-refill experience

⭐ Six Sigma / Lean / Healthcare Quality certification

⭐ Payer/TPA verification or claims-support exposure

⭐ Workforce management/scheduling experience