Care Supervisor

About Ardent At Ardent, we believe that the "product" in the BPO industry is our people and their time. We partner with mission-driven healthcare organizations to bridge the health literacy gap in the U.S. healthcare system. Our mission is to cut through the red tape of healthcare by pairing patients with expert advocates, ensuring they have the tools to make better decisions and achieve better outcomes. We are a high-growth, intense, and heart-led team. At the Supervisor level, we are looking for a strategic thinker who can protect our culture while scaling our operational excellence. About the Role The Care Supervisor is the organizational architect of our customer care ecosystem. Reporting to the Manager, Customer Care, you are responsible for the holistic performance of multiple teams, providing the air cover and strategic guidance that allows our Leads and Advisors to thrive. While the Lead focuses on the who and the how of daily interactions, the Supervisor focuses on the what and the why of the entire operation. In this role, you will lead our Care Leads and Advisors, ensuring they have the autonomy to mentor their staff and the resources to deliver exceptional service, while you focus on high-level KPI management, client liaison, and the long-term professional development of the department. Key Responsibilities Strategic Leadership: Directly manage and mentor Care Leads and Advisors, auditing their performance to ensure high-quality execution of 1:1s. You are responsible for the "Ardent" culture’s integrity, ensuring it is modeled and maintained consistently across all employees. Strategic KPI Ownership: Take full accountability for department-wide metrics, including Service Level Agreements (SLAs), Average Handle Time (AHT), and Net Promoter Scores (NPS). Workforce & Capacity Planning: Oversee scheduling strategy and headcount requirements. Ensure the team is staffed to meet patient demand during peak healthcare seasons and holiday shifts. Performance Architecture: Design and implement performance improvement plans (PIPs) and career laddering initiatives. You aren’t just managing today’s performance; you are building tomorrow’s leadership pipeline. Complex Problem Solving: Serve as the final internal point of escalation for high-stakes provider disputes or sensitive patient grievances that require a high-level "executive" touch. Operational Reporting: Synthesize raw data into weekly and monthly "Health of the Business" reports for senior leadership, highlighting risks, wins, and opportunities for automation. What You Bring to the Table Advanced Leadership: 2–4+ years of supervisory or management experience in a high-volume call center or BPO, specifically overseeing other leaders. Analytical Mindset: You are comfortable with "the numbers." You can spot a trend in a spreadsheet before it becomes a crisis on the floor. High-Stakes Communication: Ability to navigate difficult conversations with clients, clinical partners, and internal staff with professional poise and radical candor. Operational Vision: You don't just see the "friction points"; you design the systems to eliminate them entirely through technology or process redesign. Healthcare Compliance Expert: Deep familiarity with HIPAA, healthcare privacy standards, and the nuances of the U.S. insurance landscape. Requirements & Work Environment Remote Leadership: 1 00% remote, requiring a master-level ability to keep a distributed team engaged and motivated. Availability: Full-time (40+ hours). Must be available to support the operation during critical escalations outside of standard business hours. Technology: Expert-level proficiency with CRM administration (Salesforce/Zendesk), Slack, and advanced data reporting tools (Tableau/Excel). Internet: High-speed, stable connection (100 Mbps down / 20 Mbps up) with a wired router capability. Location: Must be based in Douglas or Josephine Counties, Oregon. Ready to build the future of healthcare advocacy? We aren't looking for a manager; we are looking for a builder. If you have the grit to lead and the vision to innovate, we look forward to meeting you. This job description is intended to convey the general nature and scope of the role. Responsibilities may evolve based on business need. Ardent is an equal opportunity employer.