Lead and coach a team of Healthcare Service Representatives in delivering high-quality patient access and service outcomes for Kelsey-Seybold’s Contact Center. This role provides leadership, development, and operational oversight to ensure performance goals are met while fostering a patient-first culture.
About Kelsey-Seybold / Optum
Kelsey-Seybold Clinic, part of the Optum family, is a nationally recognized multi-specialty group with 900+ providers across 65 specialties in the Houston area. The team focuses on delivering coordinated, accountable care that drives higher quality, patient satisfaction, and lower costs.
Schedule
- Full-time, Monday – Friday
- Standard business hours with flexibility required
- Remote available within Texas
What You’ll Do
- Provide leadership, coaching, and development for Healthcare Service Representatives
- Monitor phone and work queue performance, identify gaps, and implement action plans
- Partner with Workforce Management to maximize productivity
- Serve as an escalation point for providers and clinic staff
- Ensure compliance with corporate and Contact Center policies
- Drive continuous improvement in team performance and patient experience
What You Need
- 2+ years of equivalent work experience
- 2+ years of supervisory experience in a contact center environment (or equivalent)
- 1+ years as a Team Lead or Coordinator within Kelsey-Seybold Contact Center
- Proficiency with Microsoft Excel, PowerPoint, and Word
- Knowledge of call routing and workforce management systems
Preferred Qualifications
- 3+ years of supervisory experience in a healthcare contact center OR 1+ years of supervisory experience at Kelsey-Seybold Contact Center
- Cisco and Calabrio Workforce Management experience
- Bilingual in conversational Spanish
Benefits
- Salary range: $48,700 – $87,000 annually (based on experience)
- Comprehensive medical, dental, and vision coverage
- 401(k) with company match and equity stock purchase options
- Paid time off and incentive programs
- Career development opportunities across Optum and UnitedHealth Group
Take the next step in healthcare leadership by driving patient access excellence with one of Houston’s most trusted medical groups.
Happy Hunting,
~Two Chicks…