Provider Relations Support Supervisor

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. The Provider Relations Support Supervisor is responsible for directly managing and mentoring the Provider Relations Support (PRS) Team while overseeing the daily operations of the access center. This role drives team performance, service quality, and operational effectiveness through hands‑on leadership, performance monitoring, data analysis, and continuous improvement initiatives. The Supervisor partners closely with department leadership to develop staff, enhance the provider and borrower experience, manage escalations, and support organizational goals through effective training, reporting, and process optimization. This position serves as a key escalation point and strategic contributor, ensuring consistent achievement of performance metrics, engagement, and service excellence across the team.

Directly supervises, coaches, and develops a team of 6-8 Provider Relations Support agents, with an emphasis on performance consistency, quality improvement, engagement, and long-term professional growth Oversees daily access center staffing and workflow to ensure service level adherence, productivity expectations, and quality standards are consistently met Conducts regular call monitoring and performance evaluations; delivers timely, data-informed coaching, feedback, and corrective action when needed Serves as the primary escalation point for complex provider or borrower issues, supporting agents while modeling effective communication, decision-making, and problem-solving Facilitates team meetings, trainings, and development discussions to reinforce expectations, communicate performance results, and promote accountability and engagement Champions employee engagement, recognition, and morale initiatives that foster collaboration, ownership, and a high-performance culture Partners with department leadership on hiring decisions, onboarding, scheduling, performance management, and workforce planning for assigned staff Designs, implements, and maintains an ongoing, continuous training program to improve agent skill development, quality outcomes, and the provider and borrower experience Develops and maintains a structured workforce management reporting and monitoring framework to identify operational trends, staffing gaps, capacity needs, hiring forecasts, and scheduling considerations Analyzes dashboards, performance metrics, and trend data to identify gaps, training needs, staffing requirements, and process improvement opportunities; translates insights into actionable recommendations for leadership Leads the implementation and full utilization of Balto, ensuring it supports real-time agent guidance, quality assurance standards, performance monitoring, and training effectiveness Develops, prepares, and delivers leadership-focused performance, quality, training, and workforce reports that demonstrate operational outcomes, improvement impact, and team progression Drives continuous improvement initiatives by designing and executing processes that enhance operational readiness, service quality, and the overall provider and borrower experience Composes, evaluates, and delivers training for new and existing staff on systems, procedures, quality standards, and performance expectations Maintains awareness of evolving business needs and proactively adjusts training, reporting, and operational processes to support organizational goals.