Call Center Supervisor

Confidential Jobs; Jacksonville (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

Confidential Jobs in Jacksonville is seeking a Call Center Supervisor to lead a team responsible for patient scheduling and referrals. You will oversee daily operations, monitor performance metrics, coach staff, and ensure outstanding service to patients and providers.

The ideal candidate has at least 1 year of supervisory experience, strong communication and problem-solving skills, and the ability to manage multiple priorities in a fast-paced healthcare environment while maintaining HIPAA

Qualifications

• Must have high school diploma or equivalent (GED).
• Minimum 1 year of supervisory or leadership experience.
• Strong customer service and team leadership skills.
• Excellent organizational, communication, and problem-solving abilities.
• Proficiency with computer systems and data entry; ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead, supervise, and develop a team of call center employees.
• Monitor call center performance, including metrics such as inbound volume, wait times, service levels, and abandonment rates.
• Review operational data and escalated concerns to senior leadership.
• Conduct quality assurance reviews through call monitoring and coaching sessions.
• Handle escalated patient scheduling, referrals, and paging concerns.
• Create, maintain, and improve process documentation, training materials, and workflow resources.
• Provide regular coaching, performance feedback, and employee development opportunities.
• Assist with recruiting, interviewing, onboarding, and training new team members.
• Partner with leadership on employee performance management, reviews, corrective actions, and performance improvement plans.
• Track and report daily, weekly, and monthly departmental metrics.
• Ensure HIPAA compliance and patient confidentiality standards.
• Participate in special projects and process improvement initiatives.
• Communicate organizational updates and operational changes to staff.

Skills

Supervisory experience

Customer service

Communication

Problem-solving

Organizational skills

Data entry

Computer systems

Multitasking

Education

High School Diploma or GED

Job description

Are you a motivated healthcare call center leader who thrives in a fast-paced environment and is passionate about delivering exceptional patient experiences?

We are seeking a Call Center Supervisor to lead and develop a team responsible for patient scheduling and referrals. In this role, you will oversee daily call center operations, monitor performance metrics, coach and develop employees, manage escalated patient concerns, and drive continuous improvement across the department.

This is an excellent opportunity for a collaborative, results-driven leader who enjoys mentoring teams, improving workflows, and ensuring outstanding service to patients and providers.

What You'll Do

• Lead, supervise, and develop a team of call center employees.
• Monitor call center performance, including inbound call volume, wait times, service levels, and abandonment rates.
• Review operational data and escalated concerns or trends to senior leadership.
• Conduct quality assurance reviews through call monitoring and coaching sessions.
• Handle escalated patient scheduling, referral, and paging concerns.
• Create, maintain, and improve process documentation, training materials, and workflow resources.
• Provide regular coaching, performance feedback, and employee development opportunities.
• Assist with recruiting, interviewing, onboarding, and training new team members.
• Partner with leadership on employee performance management, reviews, corrective actions, and performance improvement plans.
• Track and report daily, weekly, and monthly departmental metrics.
• Ensure compliance with HIPAA regulations and patient confidentiality standards.
• Participate in special projects and process improvement initiatives.
• Communicate organizational updates and operational changes to staff.

Required Qualifications

• High School Diploma, GED, or equivalent experience.
• Minimum of 1 year of supervisory or leadership experience.
• Strong customer service and team leadership skills.
• Excellent organizational, communication, and problem-solving abilities.
• Proficiency with computer systems and data entry.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Preferred Qualifications

• Previous experience in a healthcare call center environment.
• Experience overseeing patient scheduling, referrals, or patient access operations.
• Knowledge of medical terminology, ICD, and CPT coding.
• Familiarity with healthcare privacy regulations and HIPAA compliance.
• Experience working within a medical practice or healthcare organization.