Supervisor Customer Support

On a mission to deliver affordable, delightful healthcare for all, First Stop Health provides connected, whole-person virtual care to employers 24/7 through app, website, or phone in all 50 states. First Stop Health prioritizes an engaging and easy-to-use experience, setting people on healthier journeys through care at multiple stages. We are proud to be recognized as one of Fast Company’s Most Innovative Companies.

First Stop Health offers a comprehensive benefits package that includes various health and medical coverage options, dental and vision coverage, disability and life coverage, making healthcare easily accessible. For those that choose to waive medical coverage a monthly medical waiver allowance will be provided.

First Stop Health offers a remote-first work environment and flexible paid time off, including Summer Fridays. Furthermore, the employer match 401k plan and monthly phone stipend demonstrates the company's commitment to employee financial well-being. The First Stop Health membership benefit is another added perk for employees and provides our virtual care solutions -- Urgent Care, Mental Health, and Primary Care -- from their very first day!

The Supervisor, Customer Support – Provider Support oversees the daily operations of a provider-facing support team, ensuring the delivery of timely, accurate, and professional service to healthcare providers and practice staff. This role serves as a key liaison between providers and internal teams, driving service excellence, issue resolution, operational performance, and continuous improvement.

Responsibilities

Team Leadership

• Supervise, coach, and develop Provider Support Representatives.
• Monitor performance, quality, and adherence to service standards.
• Support onboarding, training, employee engagement, and retention initiatives.
• Foster a culture of accountability, responsiveness, and continuous improvement.

Provider Support Operations

• Oversee provider scheduling support activities, including appointment coordination, provider availability inquiries, schedule changes, and scheduling-related escalations.
• Ensure effective support for provider inquiries, technical issues, care coordination, and operational requests.
• Partner with Provider Operations and Care Teams to improve scheduling efficiency, provider utilization, and patient access to care.
• Monitor service levels, workflow performance, and turnaround times.
• Support adoption and optimization of provider-facing technologies, including CRM, scheduling, care coordination, and provider workflow platforms.
• Partner with Operations, Product, and Technology teams to identify system enhancement opportunities and improve provider support processes.
• Support provider onboarding activities and ongoing provider education related to organizational workflows, systems, policies, and service offerings.
• Ensure providers and practice staff have access to the resources and support needed to successfully engage with our services.

Escalation Management

• Serve as the primary escalation point for complex provider concerns.
• Coordinate resolution across clinical, operational, technology, and provider operations teams.
• Identify recurring issues and implement corrective actions and process improvements.

Quality, Compliance & Reporting

• Monitor quality through audits, call reviews, and performance evaluations.
• Ensure compliance with organizational policies, privacy requirements, and service standards.
• Analyze operational metrics and trends to drive service improvements.
• Prepare performance reports and recommendations for leadership.

Core Competencies

• Leadership, coaching, and team development
• Provider relationship management and service excellence
• Communication, conflict resolution, and problem-solving
• Knowledge of healthcare operations, care coordination, and HIPAA compliance
• Familiarity with healthcare technology platforms, electronic health records (EHRs), provider portals, scheduling systems, and patient data management workflows.

Performance Expectations

Success In This Role Will Be Measured By

• Provider Experience: Satisfaction, adoption, and engagement scores. As well as turnaround times for scheduling support, issue resolution and escalations.
• Operational Excellence: Service levels, response times, first-contact resolution, and turnaround times.
• Quality & Compliance: Quality scores, documentation accuracy, compliance, and audit performance.
• Team Performance: Employee engagement, retention, productivity, and achievement of performance goals.

The Supervisor, Customer Support – Provider Support leads a high-performing team focused on delivering exceptional provider service, strengthening provider relationships, and supporting operational excellence across the organization.

Requirements

Education: Bachelor’s degree preferred or equivalent experience

Experience

• 2–5+ years of customer support experience, preferably in healthcare or telehealth
• 1+ year of team lead or supervisory experience required
• Must have experience in provider support
• Knowledge HIPAA and healthcare privacy regulations
• Experience with CRM and support platforms (e.g., Zendesk, Salesforce, care navigation systems)
• Strong communication, organizational, and problem-solving skills

Skills

• Patient-first mindset
• Team leadership and coaching
• Operational awareness
• Escalation management
• Attention to detail and compliance
• Ability to thrive in a fast-paced, virtual environment

First Stop Health is committed to diversity, equity, inclusion, and belonging. Research shows that women, people of color and other historically underrepresented groups tend to only apply to jobs in which they meet all the job requirements. Unsure if you check every box? Apply. We would love to consider your unique experiences and how you could make First Stop Health even better.

To learn more about First Stop Health, visit and if you require any assistance during the application process or have questions, please don't hesitate to contact our talent acquisition team via email at ***email_hidden***