Care Coordinator Supervisor - DoD Healthcare (GNAL-NG)

00100 LEIDOS, INC.; United States; Remote; USD 52,000 - 94,000; Full time

Job summary

Leidos is seeking an experienced Care Coordinator Supervisor to oversee a 24/7 DoD/DHA GNAL-NG program. You will supervise a team of 10–15 non-clinical Care Coordinators handling appointments, referrals, and healthcare navigation, while ensuring service levels, quality, and regulatory compliance.

The role requires leadership, coaching, and hands-on availability during peak periods. Responsibilities include performance coaching, onboarding, training, and cross-functional collaboration with

Qualifications

• 5+ years of experience in customer service, contact center operations, healthcare administration, or related environment.
• Experience providing team leadership, coaching, or operational oversight in a customer service setting.
• Strong knowledge of contact center operations, performance metrics, and call handling processes.
• Experience resolving complex customer concerns and coordinating solutions to administrative service issues.
• Ability to train, delegate assignments, review employee work, and give feedback.
• Experience using CRM systems and standard office software.

Responsibilities

• Supervise, coach, train, and evaluate approximately 10–15 Care Coordinators.
• Oversee appointment scheduling, referral coordination, and provider locator services.
• Monitor performance, productivity, schedule adherence, and call quality.
• Ensure accurate processing and documentation of requests and inquiries.
• Monitor compliance with SOPs and contractual SLAs.
• Coordinate staffing with Workforce Management and intraday adjustments.
• Provide direct beneficiary support during high-volume periods.
• Resolve escalated beneficiary concerns regarding scheduling and access.
• Escalate clinical questions to licensed personnel as needed.
• Review quality assurance evaluations and coaching opportunities.
• Conduct coaching sessions, evaluations, and corrective actions.
• Support onboarding, training, and professional development.

Skills

Team leadership

Coaching

CRM systems

Operations management

Customer service

Communication

Education

Associate's or Bachelor's degree

Tools

Salesforce Health Cloud

Salesforce Service Cloud

Amazon Connect

Job description

Leidos is seeking an experienced Care Coordinator Supervisor to support the Department of Defense (DoD) and Defense Health Agency (DHA) Global Nurse Advice Line – Next Generation (GNAL-NG) program. The successful candidate will supervise a team of approximately 10–15 non-clinical Care Coordinators responsible for assisting Military Health System (MHS) beneficiaries with appointment scheduling, referral coordination, provider information, and healthcare navigation. This position will oversee daily contact center operations, monitor employee performance, provide coaching and training, resolve escalated beneficiary issues, and ensure compliance with established operating procedures and contractual performance requirements. The Care Coordinator Supervisor will also provide direct beneficiary support, including answering incoming calls during periods of high contact volume or staffing shortages.

Primary Responsibilities

• Supervise, coach, train, and evaluate approximately 10–15 Care Coordinators supporting healthcare contact center operations.
• Oversee daily activities involving beneficiary appointment scheduling, referral coordination, provider locator services, and general healthcare administrative assistance.
• Monitor employee performance, productivity, schedule adherence, call quality, and compliance with established operating procedures.
• Ensure accurate processing and documentation of appointment requests, referral activities, beneficiary inquiries, and administrative cases.
• Monitor team performance against contractual service‑level requirements, including first‑contact resolution, average speed of answer, call abandonment, and appointment/referral processing accuracy.
• Coordinate with Workforce Management personnel to maintain appropriate staffing levels, monitor call queues, and implement approved intraday staffing adjustments.
• Answer incoming beneficiary calls and perform Care Coordinator duties during high‑volume periods, staffing shortages, or operational surges.
• Resolve escalated beneficiary concerns involving appointment scheduling, referrals, healthcare access, and unresolved administrative issues.
• Ensure clinical questions, potential medical emergencies, and requests requiring medical judgment are escalated to appropriately licensed clinical personnel.
• Review quality assurance evaluations, call recordings, and operational reports to identify opportunities for employee coaching and performance improvement.
• Conduct employee coaching sessions, performance evaluations, team meetings, and corrective action activities in accordance with Leidos policies.
• Support employee onboarding, training, proficiency assessments, and ongoing professional development.
• Collaborate with contact center management, nursing supervisors, quality assurance personnel, and technical support teams to resolve operational issues.
• Identify recurring administrative errors, unnecessary transfers, and opportunities to improve first‑contact resolution and beneficiary satisfaction.
• Ensure compliance with applicable DoD/DHA cybersecurity, privacy, information handling, and healthcare administrative requirements.
• Provide hands on Care Coordination within the contact center as required during high volume times (support live calls & chats).
• Support a 24/7 contact center operation, including assigned evening, weekend, holiday, or alternate shifts as required.

Required Qualifications

• High school diploma or equivalent and 5+ years of relevant experience in customer service, contact center operations, healthcare administration, or a related service environment.
• Experience providing team leadership, employee coaching, training, or operational oversight in a customer service environment.
• Strong understanding of contact center operations, customer service practices, call handling procedures, and performance metrics.
• Experience resolving complex customer concerns and coordinating solutions to administrative service issues.
• Ability to train, delegate assignments, review employee work, and provide constructive performance feedback.
• Experience using customer relationship management (CRM) systems, contact center applications, and standard office software.
• Ability to analyze operational information, identify performance issues, and recommend corrective actions.
• Strong leadership, communication, organizational, problem‑solving, and interpersonal skills.
• Ability to manage multiple operational priorities while maintaining effective team supervision.
• Ability to perform direct customer service duties when operationally necessary.
• Ability to work assigned shifts supporting a 24/7 contact center.
• Ability to meet applicable DoD/DHA personnel security and suitability requirements.

Preferred Qualifications

• Associate's or bachelor's degree in Business Administration, Healthcare Administration, Management, or a related discipline.
• At least 2 years of experience supervising or leading contact center employees.
• Experience supervising teams of approximately 10–15 customer service representatives or healthcare support personnel.
• Experience supporting healthcare contact centers, patient access services, appointment scheduling, or referral coordination.
• Familiarity with military healthcare operations, TRICARE, military treatment facilities (MTFs), and DHA administrative processes.
• Experience using Salesforce Health Cloud, Salesforce Service Cloud, or comparable CRM platforms.
• Experience using Amazon Connect or comparable enterprise contact center technologies.
• Familiarity with electronic health record systems.
• Experience with workforce management systems, quality monitoring, operational reporting, and contact center performance dashboards.
• Experience supporting DoD, DHA, VA, or other federal healthcare programs.
• Familiarity with URAC contact center accreditation standards and healthcare quality assurance practices.
• Knowledge of HIPAA, protected health information (PHI), personally identifiable information (PII), and applicable healthcare privacy requirements.
• Experience supporting 24/7 contact center operations and implementing employee performance improvement initiatives.

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Original Posting

Original Posting: November 6, 2026 For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range

Pay Range: Pay Range $52,000.00 - $94,000.00 The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Pay and Benefits

• Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement.

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers.

Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

Commitment and Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $17.2 billion for the fiscal year ended January 2, 2026. For more information, visit www.Leidos.com.

Securing Your Data

Leidos will never ask you to provide payment‑related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment‑related information or any other personal information, please report the email to [e-mail].