Remote Inbound Clinical Care Team Leader

Talantir; Greenville (SC); Remote; USD 60,000 - 85,000; Full time

Job summary

ChartSpan is seeking an Inbound Supervisor to lead a team of Inbound Patient Care Coordinators in the Clinical Department. The role focuses on high-quality calls, hitting metrics, and maintaining company policies, with responsibilities including coaching, analytics, and ensuring SLA/KPI targets are met.

The position requires active LPN/LVN or RN licensure and prior remote contact center supervision experience, plus strong communication and data analysis skills to manage performance and payroll

Qualifications

• Active LPN/LVN or RN license.
• 1+ year of supervisor/management experience in a remote contact center.
• Proficient in Excel and/or Google Docs/Sheets.
• Proven ability to analyze, problem-solve, adapt, and multitask while effectively communicating, planning, and organizing.
• Strong verbal and written communication skills.
• Able to coach, motivate, and encourage employees through positive communication and feedback.
• Able to be flexible and adapt to new situations and environments.
• Able to build and strengthen all interpersonal relationships with co-workers, patients, and partners.
• Disciplined and self-motivated.
• Driven to learn and absorb information about our industry at a rapid pace.

Responsibilities

• Manage an assigned team of employees in the clinical inbound group, overseeing the day-to-day contact center operations.
• Provide ongoing coaching related to utilization (productivity), quality, attendance, and overall performance.
• Ensure consistent follow-up and communication.
• Perform status tracking, efficiency analysis, resource allocation, data analysis, and overall process management support.
• Establish process controls to ensure all SLA’s and KPI’s are consistently met.
• Provide significant contributions to activities related to patient satisfaction and program management.
• Ensure all agents are compliant with HIPAA and Medicare Fraud, Waste, and Abuse rules and regulations at all times
• Respond and communicate promptly to all inquiries received via email, text, and phone.
• Prepare monthly, quarterly, and annual reports.
• Utilize data to support assumption and outcome evaluations.
• Monitor daily attendance, break and approved Paid Time Off (PTO) requests
• Review and ensure payroll timesheets are accurate for each team member.
• Attend and conduct meetings as required by the position.
• Other duties as assigned.

Skills

Supervision

Coaching

Communication

Problem solving

Multitasking

Time management

Adaptability

Team motivation

Education

LPN/LVN or RN license

Tools

Excel

Google Docs/Sheets

Job description

ChartSpan is seeking an Inbound Supervisor to lead a team of Inbound Patient Care Coordinators in the Clinical Department. The role focuses on high-quality calls, hitting metrics, and maintaining company policies, with responsibilities including coaching, analytics, and ensuring SLA/KPI targets are met.

The position requires active LPN/LVN or RN licensure and prior remote contact center supervision experience, plus strong communication and data analysis skills to manage performance and payroll