Carenet Health is seeking a bilingual Supervisor, Operations to join our onsite team at the Woodstone location in San Antonio. In this role, you will lead a team to ensure productivity and quality standards are consistently met while managing a high volume of service requests from providers and members. This is a non-clinical position and does not involve any triage or clinical program activities.

• Handle escalated inquiries from Customer Experience Agents and provide guidance as needed.

• Collaborate with the Manager on call escalations and client issues.

• Oversee operational activities of assigned staff to ensure service level and productivity goals are achieved.

• Act as a knowledge resource, offering direction and operational support.

• Maintain timely and professional client communication via email, phone, meetings, and EMR (if applicable).

• Review client error concerns, identify process inefficiencies, and implement solutions.

• Coordinate with clients on process changes and maintain error logs.

• Support client meetings by preparing agendas, notes, and documentation.

• Facilitate and participate in client-related training sessions.

• Serve as a help desk contact for clients and monitor incoming requests.

• Assist with escalated calls when necessary.

• Monitor desktop queues to ensure service levels are met.

• Conduct quality audits and provide coaching to drive team performance.

• Build strong client relationships, anticipate needs, and address issues proactively.

• Support staff development through coaching, mentoring, and training resources.

• Ensure timely resolution of service needs with proper follow-up.

• Adjust communication style for diverse audiences.

• Prioritize and manage tasks effectively based on urgency and importance.

• Perform other duties as assigned, including attending meetings and assisting team members.

• High School Diploma or GED required.

• Minimum 1 year of clinical or telephonic customer service experience in a medical office, clinic, or institutional setting.

• Knowledge of health insurance and managed care concepts preferred.

• Proficiency in Microsoft Office applications and database tools.

• Previous supervisory experience preferred.

Working Conditions

• Work Environment: Onsite at Carenet Health’s Woodstone location. Professional office setting with standard office equipment, digital communication tools, and frequent interruptions.

• Physical Demands: Primarily sedentary with extended screen time, repetitive hand movements, and minimal physical exertion.

This description reflects the essential functions and requirements of the role but is not exhaustive. Additional duties may be assigned as needed.

Why Carenet?

At Carenet Health, we don’t just deliver healthcare support; we create powerful patient experiences. Here, you'll be part of a mission-driven organization that thrives on innovation and teamwork. With opportunities for professional growth and a focus on work-life balance, this is more than a job—it’s a career where you can make a lasting difference.

We’re searching for the market’s strongest candidate to join our group of innovators, collaborators, and builders in pioneering the next phase of Carenet’s place in healthcare history. If this sounds like you, we need to connect!

Additional Information: 

Note: Completion of assessments may be required before an applicant can move forward. Completing assessments must be done independently. Any discovery of unauthorized completion, whether during or after the hiring process, will result in disqualification or termination.

Carenet Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal.