Inbound Clinical Care Supervisor

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

📋 Description

• Lead and direct a designated team within the clinical inbound group, managing the daily operations of the contact center.

• Offer continuous coaching focused on productivity, quality, attendance, and overall employee performance.

• Ensure regular follow-up and maintain effective communication.

• Conduct status tracking, efficiency assessments, resource allocation, data analysis, and provide comprehensive process management support.

• Implement process controls to guarantee that all SLA's and KPI's are consistently achieved.

• Make substantial contributions to initiatives aimed at enhancing patient satisfaction and program management.

• Ensure that all agents adhere to HIPAA regulations as well as Medicare Fraud, Waste, and Abuse guidelines at all times.

• Promptly respond to and communicate with all inquiries received through email, text, and phone.

• Generate monthly, quarterly, and annual reports.

• Leverage data to support evaluations of assumptions and outcomes.

• Monitor daily attendance, breaks, and approved Paid Time Off (PTO) requests.

• Verify the accuracy of payroll timesheets for each team member.

• Participate in and lead meetings as required for the role.

• Perform additional duties as assigned.

⛳️ Requirements

• Over 1 year of supervisory or management experience in a remote contact center environment.

• Proficient in Excel and/or Google Docs/Sheets.

• Demonstrated ability to analyze situations, solve problems, adapt, and multitask while effectively communicating, planning, and organizing.

• Excellent verbal and written communication skills.

• Capable of coaching, motivating, and inspiring employees through positive communication and feedback.

• Flexibility and adaptability to new situations and environments.

• Ability to cultivate and enhance interpersonal relationships with colleagues, patients, and partners.

• Self-disciplined and motivated.

• Eager to learn and rapidly absorb information about the industry.

• Current active COMPACT LPN license; willing to obtain multi-state licenses within the ChartSpan footprint.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and growth.

• Flexible work schedule.

• Supportive team environment.