Healthcare Call Center Supervisor

TalentLNX LLC; Richmond (VA); Híbrido; USD 55.000 - 68.000; Jornada completa

Descripción de la vacante

TalentLNX LLC in Richmond, Virginia seeks a Healthcare Call Center Supervisor to lead a busy patient-services team on a hybrid schedule. You will coach 12–20 agents, monitor metrics, and balance service levels with patient satisfaction while ensuring HIPAA compliance.

You will partner with operations and quality teams, prepare weekly performance reports, and drive coaching initiatives to improve first-contact resolution and efficiency in a regulated healthcare contact center.

Formación

• Associate or bachelor’s degree or equivalent healthcare work experience required.
• Minimum of 3 years healthcare call center experience, including at least 1 year in a supervisory role.
• Strong healthcare knowledge in scheduling, insurance verification, and patient billing.
• Proficiency with Five9, Genesys, and NICE platforms and CRM systems.
• Working knowledge of HIPAA compliance standards and regulations in healthcare contact centers.

Responsabilidades

• Supervise and coach 12-20 call center representatives handling patient calls across service lines.
• Monitor call quality, handle times, first-call resolution, and satisfaction metrics.
• Conduct one-on-ones, performance reviews, and huddles to drive engagement and accountability.
• Manage daily staffing and scheduling to meet inbound call volume forecasts.
• Handle escalated calls and resolve complex issues with professionalism and empathy.
• Collaborate with operations and quality teams on process improvements and workflow optimization.
• Prepare and present weekly and monthly performance reports to leadership.
• Ensure team compliance with HIPAA regulations and patient privacy in remote operations.

Conocimientos

Team leadership

Coaching

Staffing management

Customer service

Educación

Degree or healthcare exp

Herramientas

Five9

Genesys

NICE

CRM systems

Descripción del empleo

# Healthcare Call Center SupervisorClinical Operations & Support,Patient Support & Contact CentersRichmond, VirginiaNovember 9, 2026$55,000 - $68,000 / yearFull TimeHybridApplication ends: **December 7, 2026**Apply Now### Job Description**Location:** Richmond, VA (Hybrid)We are seeking a **Healthcare Call Center Supervisor** to lead a healthcare call center team that balances operational performance with patient satisfaction for our client. This position is a full-time, direct hire opportunity based in the Richmond, VA area on a hybrid schedule. The role supervises and coaches 12 to 20 call center representatives, monitors call quality and satisfaction metrics, and manages daily staffing to meet inbound call volume.This role is well aligned for an experienced healthcare call center leader who understands the demands of patient communication in a regulated environment. The ideal candidate brings the ability to develop the team while keeping the phones covered and patients heard, leads in a high volume call center environment, and splits time between the Richmond office and remote work.**Responsibilities:*** Supervise and coach 12-20 call center representatives handling patient calls across service lines* Monitor call quality, handle times, first-call resolution, and satisfaction metrics* Conduct one-on-ones, performance reviews, and huddles to drive engagement and accountability* Manage daily staffing and scheduling to meet inbound call volume forecasts* Handle escalated calls and resolve complex issues with professionalism and empathy* Identify training gaps and develop coaching plans for performance improvement* Collaborate with operations and quality teams on process improvements and workflow optimization* Prepare and present weekly and monthly performance reports to leadership* Ensure team compliance with HIPAA regulations and patient privacy in remote operations**Qualifications:*** Associate or bachelor’s degree or equivalent healthcare work experience required* Minimum of 3 years of healthcare call center experience, including at least 1 year in a supervisory role* Strong healthcare knowledge in scheduling, insurance verification, and patient billing* Proven ability to lead high performing teams with motivational coaching and development skills* Proficiency with Five9, Genesys, and NICE platforms and CRM systems* Working knowledge of HIPAA compliance standards and regulations in healthcare contact centers**Schedule:*** Full-time position* Hybrid schedule based in the Richmond, VA area, with a combination of onsite and remote days* Monday through Friday, standard business hours (Eastern Time)* 40 hours per week**Salary Range:** The salary range for this position is approximately $55,000 – $68,000 annually ($26.44 – $32.69 per hour), based on experience and qualifications.**Interview Process:** Selected candidates will participate in a multi-step interview process, including an initial screening with TalentLNX followed by interviews with department leadership.---**Equal Opportunity Employer:** TalentLNX is committed to equal employment opportunity and a diverse, inclusive workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.