Medical Information Contact Center Supervisor (Licensed)

Accountabilities:

• Team Leadership: Supervise contact center staff, establish and communicate performance expectations, actively manage performance, conduct evaluations, and hold team members accountable for agreed standards.
• Coaching & Development: Coach direct reports for success, support individual development, conduct new-hire interviews and training, and deliver program-specific training as required.
• Performance Management: Address performance concerns, including disciplinary actions and terminations, in a timely manner and in accordance with established policies and procedures.
• Contact Center Operations: Oversee daily call floor activities, proactively monitor staffing levels, maintain adequate coverage, and ensure service levels consistently meet or exceed client KPIs.
• Quality & Compliance: Monitor inbound and outbound calls for script adherence, call integrity, adverse-event compliance, HIPAA requirements, proper phone techniques, and adherence to applicable policies and standard operating procedures.
• Operational Continuity: Develop contingency plans for staffing shortages and provide backup support by handling inbound and outbound calls when necessary.
• Analytics & Reporting: Analyze daily, weekly, and monthly call metrics, productivity reports, and database performance data, sharing insights with leadership and recommending actions based on findings.
• Customer & Client Support: Ensure client needs are addressed with a high level of quality and compliance while collaborating with internal teams to develop creative solutions and continuously improve service delivery.
• Alternate Channels: Oversee requests received through email, voicemail, white mail, and other applicable channels, ensuring they are handled accurately and within required timelines.
• Program Implementation: Assist with program modifications, special call program scheduling, new client program implementation, and quality improvement initiatives designed to enhance productivity and service levels.
• Process Development: Contribute to the development and maintenance of contact center policies, procedures, and operational standards while ensuring patient privacy and confidentiality are protected under HIPAA requirements.
• Team Engagement: Create and implement initiatives that strengthen teamwork, employee engagement, continuous improvement, and a culture of operational and compliance excellence.
• Financial Responsibility: Manage contact center operations in a fiscally responsible manner while balancing staffing, service quality, productivity, and client expectations.

Requirements

• Healthcare License: Current RN or Pharmacist license is required.
• Supervisory Experience: Five years of experience supervising within a call center environment, preferably in a Team Lead or Supervisor capacity, or equivalent relevant experience.
• Call Center Knowledge: General understanding of call management systems, such as CentreVu Supervisor, with the ability to monitor and manage contact center performance.
• Technology Skills: Strong proficiency with applicable business and contact center software, including Microsoft Word, Excel, PowerPoint, Outlook, and Avaya CMS.
• Leadership: Demonstrated ability to train, motivate, coach, and develop team members while maintaining accountability for performance.
• Customer Service: Outstanding customer service, communication, and interpersonal skills, with the ability to build effective relationships with clients, employees, and internal stakeholders.
• Compliance Mindset: Strong understanding of the importance of patient privacy, confidentiality, HIPAA requirements, adverse-event compliance, and adherence to established policies and procedures.
• Analytical Ability: Ability to interpret operational metrics, productivity data, and performance trends and turn findings into practical recommendations.
• Adaptability: Comfortable managing changing priorities, staffing requirements, program modifications, and operational challenges in a fast-paced environment.
• Communication: Strong verbal and written communication skills with the ability to communicate expectations clearly and collaborate effectively across teams.
• Remote Collaboration: Ability to participate reliably in frequent meetings and calls without disruption while maintaining effective communication with distributed teams.

Benefits

• Salary: Base pay range of $50,000–$94,000 per year, with final compensation determined by experience, skills, internal equity, and business needs.
• Remote Work: Full-time position performed remotely within the United States.
• Healthcare: Comprehensive medical, dental, and vision coverage.
• Retirement: 401(k) plan with company matching.
• Insurance: Disability and life insurance coverage.
• Paid Time Off: Accrued paid time off, along with company-paid holidays.
• Parental Leave: Paid maternity and paternity leave.
• Recognition: Recognition programs, contests, and awards designed to celebrate employee contributions.
• Professional Development: Continuous learning, leadership development, and career advancement opportunities.
• Collaborative Culture: An environment where employee ideas and contributions are valued and where the work supports meaningful outcomes in healthcare.
• Leadership Impact: Opportunity to lead and develop a healthcare contact center team while improving quality, compliance, service levels, and operational performance.