Supervisor, Health and Wellness

Job description

National Jewish Health is seeking a Health and Wellness Supervisor to lead a team of health coaches within our Health Initiatives program. This fully remote leadership role combines people management, operational oversight, quality assurance, and continuous improvement to ensure exceptional participant experiences and program outcomes. The ideal candidate is a collaborative leader who is passionate about coaching, employee development, and driving excellence in a fast-paced, service-focused environment.
Key Responsibilities:
• Lead, coach, and develop a team of health and wellness professionals, including hiring, training, performance management, mentoring, and employee engagement.
• Oversee daily call center operations, monitor service levels and quality metrics, and ensure team members consistently deliver high-quality participant support.
• Support the use of motivational interviewing techniques, assessment tools, and coaching best practices to achieve program goals and quality standards.
• Drive continuous improvement initiatives by analyzing performance trends, resolving participant concerns, partnering with training and quality teams, and implementing process enhancements.

As the nation's leading respiratory hospital, National Jewish Health is committed to improving lives through innovative healthcare programs, education, and research. This fully remote opportunity allows you to lead a dedicated team, influence population health outcomes, and help shape the future of health and wellness services while supporting a culture of excellence, compliance, and compassion.
Position Summary: Supervises and coordinates the daily operations for the coaches within Health Initiatives. This includes service levels, client and participant complaints, employee performance, personnel issues, and training for the department. Accountable for creating a culture of compliance, ethics and integrity. Maintains knowledge of and assures departmental compliance with quality and call center standards.
Essential Duties
• Manages/supervises and develops an effective staff: providing effective communication, leadership, guidance and resources. Determines staff qualifications and competency: recruits, interviews, selects, hires, trains, orients, mentors, evaluates, coaches, counsels, and disciplines, and rewards. Establishes and monitors staff safety and regulatory compliance.
• Monitors and supports the day to day performance of the call center, including real-time agent performance and agent motivation through positive communication and feedback.
• Ensures agents utilize assessment tools, motivational interviewing techniques and maintain motivational interviewing standards in order to meet established metrics and quality scores.
• Supports quality service by monitoring participant satisfaction reporting. Conducts routine call monitoring and review of completed quality audits. Partners with training and quality teams to identify and implement continuing education to meet ongoing call center needs.
• Supports the department’s internal assist line and email box. Utilizes interactions with agents to identify, initiate, and drive program, case-management, and departmental improvement. Collaborates with Health Initiatives leadership groups to drive continuous improvements and process efficiencies.
• Participates in a rotating on call schedule.

Other Duties
• Supports client requests, studies and implementation of new contacts or programs.

Competencies
• Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
• Building a Successful Team: Using appropriate methods and a flexible interpersonal style to help build a cohesive team, aligns vision with shared values, manages change and encourages innovation.
• Champion of Change: Facilitating the implementation and acceptance of change within the workplace. Cooperates with others to accomplish common goals; works with employees within and across his/her department to achieve shared goals; treats others with dignity and respect and maintains a friendly demeanor; values the contributions of others.
• Coaching and Teaching Others: Providing timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
• Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs.
• Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• Drive for Results: Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.

Supervisory or Managerial Responsibility: Supervises 1-20 employees
Travel: N one
Core Values
• Be available to work as scheduled and report to work on time.
• Be willing to accept supervision and work well with others.
• Be well groomed, appropriately for your role and wear ID Badge visibly.
• Be in compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
• Promotes a workplace culture based on mutual respect and merit, where all individuals are treated fairly and provided with equal opportunity to contribute to the mission and goals of the institution.
• Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
• Wears appropriate PPE as outlined by the infection control policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications
• Education: Bachelor’s Degree Required, preferably in health sciences, health education, behavioral science, or social science.
• Work Experience : A minimum of two years of call center operations experience and two years of leading and/or supervisory experience required.
• Special Training, Certification or Licensure: None

Work Setting: This is a fully remote position. Candidates must reside in Colorado, Hawaii, Texas, Arizona, Florida, Illinois, New York or Wisconsin.
Salary Range: $58,656.00 - $77,572.56
Benefits
At National Jewish Health, we recognize that our outstanding faculty and staff are the essence of our organization. For every aspect of health care, our employees are our greatest asset. With that in mind, we have designed a valuable, comprehensive benefits package to meet the needs of our employees and their families.
• Comprehensive Medical Coverage: Multiple Cigna health plans for Colorado, regional office and remote employees. Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with some plans.
• Paid Time Off: Generous PTO accruals to use for vacation and sick days, and six paid holidays, all compliant with Colorado state sick leave regulations.
• Dental & Vision Plans: Coverage effective the first of the month after hire.
• Retirement Savings: 403(b) plan with employer contributions after two years.
• Wellness Incentives: Earn up to $200 annually for preventive health activities.
• Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees.
• Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
• Disability & Life Insurance: Employer-paid plans and optional buy-up choices.
• Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity and Legal Plan