Healthcare Call Center Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee patient-facing staff and contractors, including providers, nurses, and clinical support personnel conducting telehealth visits.

• Facilitate daily operational meetings, ensure shift readiness, and address issues in real-time.

• Track staffing coverage, schedules, and compliance to achieve service-level objectives.

• Identify and address operational deficiencies impacting visit completion, wait times, or patient satisfaction.

• Take ownership of operational KPIs such as visit completion rates, productivity, wait times, and adherence metrics.

• Evaluate performance trends, pinpoint root causes, and implement corrective measures.

• Offer constructive feedback through coaching sessions and performance evaluations.

• Uphold standardized telehealth procedures, documentation standards, and HIPAA regulations.

• Ensure proper escalation procedures are followed for clinical and operational challenges.

• Collaborate with QA and Training teams on onboarding processes, refreshers, and targeted coaching initiatives.

• Provide regular performance and staffing updates to operational and clinical leadership.

• Work in partnership with Workforce Management, Quality, Training, Recruiting, and Clinical Operations teams.

• Assist with change management, new program implementations, and ongoing process enhancements.

⛳️ Requirements

• Minimum of 3 years of supervisory experience in a call center or contact center setting, preferably with a healthcare background such as a Registered Nurse (RN) or equivalent clinical training.

• At least 2 years of experience in telehealth or healthcare appointment operations.

• Proven history of driving performance through KPIs, coaching, and accountability measures.

• Comfortable reviewing cases, performing audits, and providing direct, constructive feedback.

• Familiarity with HIPAA regulations and healthcare service standards.

• Experience with contact center and clinical systems, including call recording, QA tools, dashboards, and EHR/EMR platforms.

• Must reside in the United States and perform all job duties physically within the country.

• Reliable internet connection and a secure, private workspace are essential.

• Windows or Apple (macOS) computer only; use of Chromebooks, Linux devices, or smartphones is not permitted.

• Operating system requirements: at least Windows 10 or macOS 14 Sonoma.

• Intel Core i5 or AMD equivalent processor for Windows, or Apple Silicon for Macs is necessary.

• Minimum of 16 GB RAM required.

• Wired headphones are mandatory; built-in microphones are not allowed.

• Internet speed must meet a minimum of 100 Mbps download and 50 Mbps upload.

• Direct Ethernet connection from the computer to the router is required.

• Use Google Chrome alongside Amazon Workspaces.

• A webcam is necessary for video calls.

• Preferred: experience in high-volume healthcare, virtual care, urgent care, or provider services.

• Preferred: experience in supervising or managing contractor or contingent workforces.

• Preferred: knowledge of workforce management concepts such as coverage, adherence, and occupancy.

• Preferred: experience with quality monitoring programs and calibration processes.

🏝️ Benefits

• Full-time W2 employment.

• Completely remote work from a home office.

• Opportunity to influence contractor operations, impact performance outcomes, and support innovative care models.

• Commitment to an equal opportunity and inclusive work environment.