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 doctors 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 companys 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
Were 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.


- 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.

- 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. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at AZ Tempe - 52800.00 - 61800.00 USD annually