Contact Center Supervisor, Amazon One Medical Customer Care

Amazon One Medical is transforming primary care by offering a platform that makes healthcare more affordable, accessible, and enjoyable. Unlike traditional doctor's office models, it addresses the frustrations of patients, providers, employers, and health networks.

With a growing nationwide network, Amazon One Medical ensures members have easy access to comprehensive care and 24/7 virtual services, enhancing the patient experience through advanced technology. However, the company recognizes that much work remains in healthcare transformation. As it expands, Amazon One Medical is focused on building a diverse, driven, and empathetic team, where all employees can thrive.

To continue its growth, Amazon One Medical is seeking passionate leaders to manage people, processes, and technology. The Manager I, Customer Servicer plays a vital role in delivering exceptional care, ensuring great experiences for both patients and staff. This role involves implementing the company’s mission and leading a team to maintain high-quality, patient-centered services.

The ideal candidate will be a strong people leader and problem-solver who excels in creating efficient workflows and fostering team cohesion. They should be self-aware, committed to learning, and able to focus on the bigger picture. The role requires expertise in customer service, administrative work, and team motivation, especially during times of change. This is a great opportunity for someone eager to make a real impact while helping to shape the future of healthcare.


Key job responsibilities
- Oversee daily operations of the inbound, outbound, and administrative (back office) centralized patient support center.
- Foster a positive team experience through onboarding, training, performance feedback, coaching, learning opportunities, and career development.
- Manage a team of 15+ specialists and prepare performance reports by collecting and analyzing their data for coaching and feedback.
- Audit team interactions for quality and compliance, providing feedback to improve patient interactions.
- Lead team meetings, share important updates, and drive key performance indicators (KPIs) to ensure patient satisfaction and continuous access to care (CSAT/NPS).
- Assist in setting weekly, monthly, and quarterly goals and action plans for the team.
- Monitor performance to identify and resolve operational issues, improving overall efficiency.
- Ensure patients have an exceptional experience by providing timely access to care, handling pre- and post-visit tasks, messages, calls, and resolving issues smoothly.
- Build an engaged team by effectively communicating using the CICARE framework and Amazon Leadership Principles to meet patient and team experience goals.


A day in the life
Imagine leading a team that makes a real difference in patients' healthcare journeys. Your day will be filled with strategic team development, operational excellence, and creating meaningful connections that transform how people experience healthcare support.


About the team
We're a collaborative, innovative group committed to breaking down barriers in healthcare. Our team thrives on solving complex challenges, supporting each other, and creating pathways for exceptional patient experiences. We believe in continuous learning, mutual respect, and driving meaningful change in healthcare delivery.

BASIC QUALIFICATIONS

- Work flexible schedules/shifts/areas, including weekends, nights, and/or holidays
- Minimum of 1 years of experience leading customer or patient-facing teams OR 3+ years of in-depth back-end administrative experience in a patient-centered role within a multi-state primary healthcare company
- Proficient with Microsoft Suite and Google Suite applications.

PREFERRED QUALIFICATIONS

- 2+ years of experience managing a high-volume contact center.
- Strong understanding of technology, software, and tools, including experience with IVR systems such as Nice-InContact.
- Experienced in navigating complex national markets and working within matrix healthcare organizations.
- Deep knowledge of region-specific healthcare systems with excellent written and verbal communication skills.
- Able to stay calm and composed to effectively resolve patient issues with minimal friction.
- Exceptional customer and patient service skills focused on delivering high-quality care.
- Proven ability to build collaborative team dynamics that foster a supportive and engaged culture.
- Skilled in talent development through mentorship, coaching, feedback, goal setting, and accountability.
- Demonstrated success in leading change management initiatives and driving process improvements.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.