Care Coordinator Supervisor - DoD Healthcare (GNAL-NG)

Leidos; United States; A distancia; USD 52.000 - 94.000; Jornada completa

Descripción de la vacante

Leidos is seeking an experienced Care Coordinator Supervisor to lead a 10-15 member team providing DoD/DHA DoD GNAL-NG support. The role oversees scheduling, referrals, and provider locator services while ensuring service levels and quality.

You will coach staff, monitor performance, and resolve escalations in a 24/7 contact center. The ideal candidate has 5+ years in customer service or healthcare coordination, strong leadership, and CRM experience, with a focus on process improvement and

Formación

• 5+ years of relevant experience in customer service, contact center operations, healthcare administration, or related services.
• 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 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.

Responsabilidades

• 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 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 processing accuracy.
• Coordinate with Workforce Management to maintain staffing levels and intraday adjustments.
• Answer incoming beneficiary calls and perform Care Coordinator duties during high-volume periods.
• Resolve escalated beneficiary concerns involving scheduling, referrals, and access.
• Escalate clinical questions to licensed clinical personnel as needed.
• Review QA evaluations, call recordings, and reports to identify coaching opportunities.
• Conduct coaching sessions, evaluations, meetings, and corrective actions per Leidos policy.
• Support onboarding, training, and ongoing professional development.
• Collaborate with management, nursing supervisors, QA, and tech support to resolve issues.
• Identify recurring errors and opportunities to improve first-contact resolution and satisfaction.
• Ensure DoD/DHA cybersecurity, privacy, information handling, and healthcare requirements compliance.
• Provide hands-on Care Coordination during high volume times and 24/7 coverage as needed.

Conocimientos

Team leadership

Coaching

Training

Customer service

Contact center operations

Performance metrics

Educación

High school diploma

Associate's or Bachelor's degree

Herramientas

Salesforce Health Cloud

Salesforce Service Cloud

Amazon Connect

CRM systems

Descripción del empleo

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.

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

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 $52,000.00 - $94,000.00

About Leidos

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 $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

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 at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination

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.

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