Healthcare Call Center Supervisor
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Job Description
Healthcare Call Center Supervisor overseeing remote telehealth staff and KPIs. Supporting CareTalk Health’s nationwide virtual medical practice and patient experience.
Responsibilities:
- Supervise patient-facing employees and contractors, including providers, nurses, and clinical support staff delivering telehealth visits
- Lead daily operational huddles, shift readiness, and real-time issue resolution
- Monitor staffing coverage, schedules, and adherence to meet service-level targets
- Identify and resolve operational gaps affecting visit completion, wait times, or patient experience
- Own operational KPIs such as visit completion, productivity, wait time, and adherence
- Analyze performance trends, identify root causes, and drive corrective action
- Provide actionable feedback through coaching and performance discussions
- Reinforce standardized telehealth workflows, documentation requirements, and HIPAA compliance
- Ensure escalation pathways are followed for clinical and operational issues
- Partner with QA and Training teams on onboarding, refreshers, and targeted coaching
- Deliver regular performance and staffing reports to operational and clinical leaders
- Collaborate with Workforce Management, Quality, Training, Recruiting, and Clinical Operations teams
- Support change management, new program launches, and continuous process improvement
Requirements:
- 3+ years of supervisory experience in a call center or contact center environment with healthcare background such as a Registered Nurse (RN) or other clinical training
- 2+ years supporting telehealth or healthcare appointment operations
- Strong track record driving performance through KPIs, coaching, and accountability
- Comfortable reviewing cases, conducting audits, and delivering direct, constructive feedback
- Working knowledge of HIPAA and healthcare service standards
- Experience with contact center and clinical systems, including call recording, QA tools, dashboards, and EHR/EMR platforms
- Must be based in the United States and perform all work physically within the United States
- Reliable internet connectivity and a secure, private workspace
- Windows or Apple (macOS) computer only; no Chromebooks, Linux machines, or smartphones
- At least Windows 10 or macOS 14 Sonoma
- Intel Core i5 or AMD equivalent processor for Windows, or Apple Silicon for Macs
- 16 GB RAM
- Wired headphones required; built-in microphones are not permitted
- Minimum internet speed of 100 Mbps download and 50 Mbps upload
- Ethernet cable connecting the computer directly to the router
- Google Chrome with Amazon Workspaces
- Webcam required for video calls
- Preferred: experience in high-volume healthcare, virtual care, urgent care, or provider services
- Preferred: experience supervising or managing contractor or contingent workforces
- Preferred: familiarity with workforce management concepts such as coverage, adherence, and occupancy
- Preferred: experience with quality monitoring programs and calibration
Benefits:
- FT W2 employment
- Fully remote work from a home office
- Opportunity to shape contractor operations, influence performance outcomes, and support innovative care models
- Equal opportunity and inclusive work environment
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