Healthcare Call Center Supervisor (Remote)

About the role

CareTalk Health is seeking a Healthcare Call Center Supervisor to oversee a fully-remote workforce supporting virtual telehealth visits. This role is responsible for day-to-day operational execution across providers, nurses, and clinical support employees and contractors, ensuring consistent visit flow, strong performance against KPIs, and a high-quality patient experience.

Responsibilities

• Operational Leadership
  • Supervise patient-facing employees and contractors (providers, nurses, or clinical support staff) delivering telehealth visits.
  • Lead daily operational huddles, shift readiness, and real-time issue resolution.
  • Monitor staffing coverage, schedules, and adherence to ensure service-level targets are met.
  • Identify and resolve operational gaps impacting visit completion, wait times, or patient experience.
• Performance & KPI Management
  • Own key operational KPIs (e.g., visit completion, productivity, wait time, adherence).
  • Analyze performance trends, identify root causes, and drive corrective action.
  • Provide clear, actionable feedback through coaching and performance discussions.
• Quality, Compliance & Workflow Adherence
  • Reinforce standardized telehealth workflows, documentation requirements, and HIPAA compliance.
  • Ensure teammates follow established escalation pathways for clinical and operational issues.
  • Persistently partner with QA and Training teams to support onboarding, refreshers, and targeted coaching.
• Reporting & Cross-Functional Collaboration
  • Deliver regular performance and staffing reports to operational and clinical leaders.
  • Collaborate with Workforce Management, Quality, Training, Recruiting, and Clinical Ops teams.
  • Support change management, new program launches, and continuous process improvement.

Requirements

• 3+ years of supervisory experience in a call center or contact center environment with Healthcare background such as a Registered Nurse (RN) or other clinical training.
• 2+ years supporting telehealth or healthcare appointment operations.
• Strong track record driving performance through KPIs, coaching, and accountability.
• Comfortable reviewing cases, conducting audits, and delivering direct, constructive feedback.
• Working knowledge of HIPAA and healthcare service standards.
• Experience with contact center and clinical systems (call recording, QA tools, dashboards, EHR/EMR platforms).

Preferred Experience

• Experience in high-volume healthcare, virtual care, urgent care, or provider services.
• Experience supervising or managing contractor or contingent workforces.
• Familiarity with workforce management concepts (coverage, adherence, occupancy).
• Experience with quality monitoring programs and calibration.

Technical Requirements

• Computer: Windows or Apple Computer ONLY (NO Chromebooks, Linux Machines, or Smartphones).
• Must have at least Windows 10 or MacOS 13.
• Headphones: Wired headphones required for optimal audio quality.
• Internet Speed: Meet minimum internet speed requirements (50 MBPS download speed and 20 MBPS upload speed), with a wired connection to the router.
• Must have an ethernet cable connecting computer directly into router.
• Browsers and Systems: Use Google Chrome with Amazon Workspaces (regardless of computer type).
• Video Capability Required: Required for video calls. (Webcam)
• Recommended Equipment: A second monitor is suggested for laptop users; dual monitors for PC users.