Medical Information Contact Center Supervisor – Licensed

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

📋 Description

• Oversee the performance and management of call center staff.

• Provide daily supervision of communicators and enforce performance standards.

• Mentor team members and assist in the development of direct reports.

• Conduct evaluations of employee performance.

• Interview and onboard new employees.

• Address performance-related issues, implement disciplinary actions, and handle terminations in accordance with policy.

• Monitor staffing levels and create contingency plans for coverage.

• Organize and deliver training programs.

• Develop initiatives to promote teamwork and enhance employee engagement.

• Supervise the operations on the call floor.

• Ensure service delivery meets or surpasses client KPIs while maintaining service levels.

• Guarantee compliance and quality adherence to policies and standard operating procedures.

• Manage the call center operations in a fiscally responsible manner.

• Collaborate with internal teams to drive continuous quality improvement and develop client solutions.

• Monitor both inbound and outbound calls for adherence to scripts, call integrity, compliance with adverse events, HIPAA regulations, and phone etiquette.

• Analyze call metrics, productivity reports, and database statistics; communicate findings and recommendations to leadership.

• Oversee requests from alternate channels including email, voicemail, and written correspondence.

• Assist in program modifications, special call initiatives, and the implementation of new client programs.

• Develop programs for quality improvement, as well as contact center policies and procedures.

• Protect patient privacy and confidentiality in accordance with HIPAA regulations.

⛳️ Requirements

• Valid RN or Pharmacist license.

• A minimum of five years of supervisory experience within a Call Center, ideally in a Team Lead or Supervisor capacity, or equivalent experience.

• General knowledge of call management systems, such as CentreVuSupervisor.

• Proficiency in Word, Excel, PowerPoint, Outlook, and Avaya CMS.

• Exceptional customer service, communication, and interpersonal abilities.

• Capability to train and inspire staff members.

• Ability to participate in frequent meetings and calls without interruptions or disconnections.

• Must ensure the protection of patient privacy and confidentiality under HIPAA.

🏝️ Benefits

• Competitive salary.

• Comprehensive medical, dental, and vision insurance.

• Accrued paid time off.

• 401(k) plan with company matching.

• Disability and life insurance coverage.

• Paid maternity and paternity leave.

• Company-observed holidays.

• Recognition programs, contests, and awards.

• Support for learning, leadership development, and career advancement.

• A collaborative work culture.