Customer Experience Supervisor

CUSTOMER EXPERIENCE SUPERVISOR

Salary $89,000

The Nurse Navigation program’s mission is focused on improving access to high-quality care, decreasing unnecessary healthcare expenditures, and improving the overall experience, satisfaction, and clinical outcomes for the populations we serve.

Nurse Navigators are based in Global Medical Responses headquarters in Lewisville, Texas. Using proprietary evidence based clinical decision software to immediately evaluate a patient’s current condition, we can match the patient with the appropriate resources to meet the patient’s unique healthcare needs. Our system ensures we deliver the right resources at the right time, in the right setting, to achieve the right outcome at the right cost.

Nurse Navigators utilizes a national network of care coordinators and communication centers to link 911 call centers, physicians, urgent cares, and mobile medical response teams together to provide world class care coordination, patient navigation and unplanned care services 24/7, 365 days a year.

The Customer Experience Supervisor leads a team responsible for conducting customer service surveys—primarily via outbound phone calls—to assess and improve user satisfaction within the Nurse Navigation program. This role combines direct survey administration with the supervision, training, and development of surveyors. The Supervisor analyzes survey data, prepares performance reports, and drives quality initiatives to enhance the overall customer experience.

ESSENTIAL FUNCTIONS/DUTIES

• Conduct outbound customer service surveys by phone and explore new technologies for survey distribution.
• Supervise, train, and schedule a team of surveyors; manage staffing, timecards, and administrative duties.
• Collect, analyze, and report on client and agent data to measure satisfaction and identify opportunities for improvement.
• Prepare and present key performance indicators (KPIs) and lead discussions on daily, monthly, quarterly, and yearly performance.
• Develop and implement quality initiatives to improve customer experience.
• Liaise with Account Executives and Operations teams to forecast customer experience needs for new and existing contracts.
• Ensure compliance with company policies, regulatory standards, and accreditation requirements.
• Participate in executive and quality meetings, presenting data to support process improvement.
• Support aftercare resolutions and monitor platforms for transportation needs.
• Perform data validation tasks and assist with non-clinical phone lines as needed.
• Other duties as assigned.
• Excellent verbal and written communication skills.
• Strong leadership, coaching, and team-building abilities.
• Active listening and clear speaking skills.
• Patience, empathy, and the ability to remain calm under pressure.
• Strong computer skills and proficiency with multiple software applications.

EXPERIENCE

• Minimum 1 year of experience in healthcare supervision preferred.
• Minimum 3 years of experience in a customer service or call center environment, with direct customer interaction preferred.

CREDENTIALS

• High School Diploma, GED, or equivalent required.
• CMA or EMT certification preferred but not required.

Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.