Medical Information Contact Center Supervisor (Licensed)
New
J
JobgetherHealthcare contact center
Full-time position performed remotely within the United States.Full-TimeManager
Salary50,000 - 94,000 USD per year
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Job Details
- Experience
- Five years of experience supervising within a call center environment, preferably in a Team Lead or Supervisor capacity, or equivalent relevant experience.
- Required Skills
- Microsoft ExcelPowerPoint
Requirements
- Hold a current RN or Pharmacist license.
- Have five years of experience supervising in a call center environment, preferably as a Team Lead or Supervisor, or equivalent relevant experience.
- Understand call management systems, such as CentreVu Supervisor, and be able to monitor and manage contact center performance.
- Be proficient with Microsoft Word, Excel, PowerPoint, Outlook, and Avaya CMS.
- Be able to train, motivate, coach, and develop team members while maintaining performance accountability.
- Demonstrate customer service, communication, and interpersonal skills for building relationships with clients, employees, and internal stakeholders.
- Understand patient privacy, confidentiality, HIPAA requirements, adverse-event compliance, and established policies and procedures.
- Be able to interpret operational metrics, productivity data, and performance trends and make practical recommendations.
- Adapt to changing priorities, staffing needs, program modifications, and operational challenges.
- Participate reliably in frequent remote meetings and calls and communicate effectively with distributed teams.
Responsibilities
- Supervise contact center staff, set performance expectations, conduct evaluations, and hold team members accountable.
- Coach direct reports, support their development, and conduct new-hire interviews and training.
- Oversee daily call floor activities and staffing coverage to meet client service-level KPIs.
- Monitor calls for script adherence, call integrity, adverse-event compliance, HIPAA requirements, and policy compliance.
- Analyze call metrics, productivity reports, and database performance data, and recommend actions based on findings.
- Collaborate with internal teams and client stakeholders to resolve operational challenges and improve service delivery.
- Oversee requests received through email, voicemail, white mail, and other applicable channels.
- Support program modifications, special call scheduling, new client implementations, and quality improvement initiatives.
- Develop and maintain contact center policies, procedures, and operational standards while protecting patient privacy.
- Manage operations responsibly while balancing staffing, service quality, productivity, and client expectations.
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