Healthcare Call Center Supervisor (Coaching & Quality)

inizio; United States; Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Paid Time Off

Employer 401(k) match

Disability Insurance

Life Insurance

Parental Leave

Recognition Programs

Career Development

Job summary

The role leads the daily operation of a healthcare contact center, coaching staff and coordinating with business and client-facing teams to meet service goals and maintain coverage while ensuring compliant call handling.

You will supervise, coach, onboard, monitor performance, and drive continuous improvement while protecting patient privacy and following security procedures, privacy rules, and operating guidelines.

Responsibilities

• Supervise, coach, and evaluate call center staff; set clear performance expectations and address performance concerns.
• Support hiring, onboarding, and program training, and promote teamwork and staff engagement.
• Monitor staffing and service levels, arrange coverage plans, and step in to handle calls when needed.
• Review calls and operational metrics for script adherence, call quality, privacy, and required handling of potential adverse events.
• Analyze daily, weekly, and monthly productivity reports and recommend actions to improve service and performance.
• Coordinate alternate-channel requests, program changes, special call initiatives, and quality improvement work with internal teams.

Job description

The role leads the daily operation of a healthcare contact center, coaching staff and coordinating with business and client-facing teams to meet service goals and maintain coverage while ensuring compliant call handling.

You will supervise, coach, onboard, monitor performance, and drive continuous improvement while protecting patient privacy and following security procedures, privacy rules, and operating guidelines.