Supervisor Call Center

About the Role

Inova Health is looking for a dedicated Supervisor Call Center to join the Enterprise Contact Center team to support our Inova Cares Service Line. This full-time, day shift role (Monday – Friday, business hours) is a hybrid exempt position, eligible for remote work in specific states: VA, MD, DC, DE, FL, GA, NC, OH, PA, SC, TN, TX, WV.

Responsibilities

• Supervises daily operations of team members to ensure department goals and service standards are met.
• Provides coaching, mentoring, and performance feedback using workforce and employee engagement tools; addresses behavioral or performance concerns and escalates when necessary.
• Monitors real-time call center metrics (call times, volume, wait times, scheduling accuracy, customer satisfaction) and takes corrective actions as needed.
• Supports Team Leads in resolving escalated patient concerns and ensures professional communication with patients, staff, and physicians.
• Coordinates staff scheduling, attendance, and time-off requests to maintain adequate coverage.
• Partners with the manager to deliver corrective actions, training, workflow updates, and policy changes.
• Identifies process improvement opportunities and recommends enhancements to increase efficiency and patient satisfaction.
• Collaborates with leadership and peers on department initiatives and patient outreach projects.
• Provides backup coverage for inbound/outbound calls and scheduling when necessary.
• Performs other related duties as assigned.

Qualifications

• Experience: 4 years of relevant experience; 1 year of supervisory experience.
• Education: High School or GED.

Preferred Qualifications

• Previous experience as a Team Lead or Patient Service Representative IV within the Contact Center department.
• 2–3 years of experience in the Contact Center.
• Proven ability to coach frontline staff, address escalated patient concerns, and contribute to performance management efforts.
• Associate’s degree preferred (Healthcare Administration, Business, or related field).

Benefits

• Committed to Team Member Health: Medical, dental, and vision coverage, plus a robust wellness program.
• Retirement: Inova matches the first 5% of eligible contributions, starting day one.
• Tuition and Student Loan Assistance: Up to $5,250/year for education and up to $10,000 for student loans.
• Mental Health Support: 25 free coaching/therapy sessions per person, per year, for team members and their families.
• Work/Life Balance: Paid time off, paid parental leave, and flexible schedules.

About Us

We are Inova, Northern Virginia’s leading nonprofit healthcare provider. With 26,000+ team members, we deliver world-class healthcare to our communities, earning national recognition for safety, quality, and patient experience. We support our team with best-in-class facilities and professional development, striving to shape a more compassionate future for healthcare.

Inova Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy, race, religion, sex, sexual orientation, veteran status, genetic information, or other protected characteristics.