RN, Call Center Supervisor

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

📋 Description

• Oversee the performance and management of call center personnel.

• Provide daily supervision to communicators.

• Establish and communicate performance standards.

• Mentor team members and facilitate development for direct reports.

• Conduct evaluations of performance.

• Interview and onboard new employees.

• Address performance-related issues, including disciplinary measures and terminations.

• Monitor staffing levels effectively.

• Coordinate and facilitate program training sessions.

• Implement initiatives to foster teamwork and employee engagement.

• Supervise operations on the call floor.

• Ensure service meets or exceeds client KPIs while maintaining service quality.

• Guarantee compliance with policies and standard operating procedures.

• Manage call center operations in a fiscally responsible manner.

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

• Monitor inbound and outbound calls for adherence to scripts, call integrity, compliance with adverse-event protocols, HIPAA regulations, and effective phone techniques.

• Create contingency plans and serve as a backup during staff shortages.

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

• Oversee requests from alternate channels, such as email, voicemail, and white mail.

• Assist in modifying programs, special call initiatives, and new client engagements.

• Contribute to the development of quality improvement programs.

• Formulate policies and procedures for the contact center.

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

⛳️ Requirements

• Valid LPN, RN, or Pharmacist license.

• 2–3 years of supervisory experience in a call center environment, ideally as a Team Lead or Supervisor, or similar experience.

• Basic understanding of call management systems such as CentreVuSupervisor.

• Familiarity with call center operational metrics and key performance indicators.

• Proficient in Word, Excel, PowerPoint, Outlook, and Teams.

• Exceptional customer service, communication, and interpersonal skills.

• Ability to train and inspire staff members.

• Competence in safeguarding patient privacy and confidentiality in compliance with HIPAA Privacy and Security Rules.

• Adherence to relevant policies and standard operating procedures.

🏝️ Benefits

• Competitive salary.

• 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.

• Opportunities for continuous growth through learning, leadership development, and career advancement support.

• A collaborative work culture.