Hybrid Healthcare Call Center Leader

TalentLNX LLC

Richmond (VA)

Hybrid

USD 55,000 - 68,000

Full time

2 days ago

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Job summary

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.

Qualifications

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.

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.
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.