Healthcare Call Center Supervisor

CareTalk Health

. Supervise patient-facing employees and contractors, including providers, nurses, and clinical support staff delivering telehealth visits .

Posted 11/9/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in supervising patient-facing teams, driving performance through KPIs, and ensuring compliance with HIPAA standards. Proficient in operational management, coaching, and continuous process improvement within telehealth environments.

Highest-signal resume keywords

Supervisory ExperienceTelehealth OperationsKPI ManagementHIPAA CompliancePerformance Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance AnalysisOperational Gap ResolutionStaffing Coverage ManagementQuality Assurance ToolsEHR/EMR PlatformsCase ReviewAudit ConductingTelehealth Workflow StandardizationChange ManagementProcess Improvement

Soft Skills

CoachingConstructive FeedbackCollaborationIssue ResolutionCommunication

Tools & Technologies

Call Recording SystemsQA ToolsDashboardsGoogle ChromeAmazon Workspaces

Certifications & Qualifications

Registered Nurse (RN)

Industry Keywords

HealthcareTelehealthContact CenterPatient ExperienceService-Level Targets

Tech Stack

Tools & technologies

LinuxMacOS

About the role

Key responsibilities & impact

Supervise patient-facing employees and contractors, including providers, nurses, and clinical support staff delivering telehealth visits
Lead daily operational huddles, shift readiness, and real-time issue resolution
Monitor staffing coverage, schedules, and adherence to meet service-level targets
Identify and resolve operational gaps affecting visit completion, wait times, or patient experience
Own operational KPIs such as visit completion, productivity, wait time, and adherence
Analyze performance trends, identify root causes, and drive corrective action
Provide actionable feedback through coaching and performance discussions
Reinforce standardized telehealth workflows, documentation requirements, and HIPAA compliance
Ensure escalation pathways are followed for clinical and operational issues
Partner with QA and Training teams on onboarding, refreshers, and targeted coaching
Deliver regular performance and staffing reports to operational and clinical leaders
Collaborate with Workforce Management, Quality, Training, Recruiting, and Clinical Operations teams
Support change management, new program launches, and continuous process improvement

Requirements

What you’ll need

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, including call recording, QA tools, dashboards, and EHR/EMR platforms
Must be based in the United States and perform all work physically within the United States
Reliable internet connectivity and a secure, private workspace
Windows or Apple (macOS) computer only; no Chromebooks, Linux machines, or smartphones
At least Windows 10 or macOS 14 Sonoma
Intel Core i5 or AMD equivalent processor for Windows, or Apple Silicon for Macs
16 GB RAM
Wired headphones required; built-in microphones are not permitted
Minimum internet speed of 100 Mbps download and 50 Mbps upload
Ethernet cable connecting the computer directly to the router
Google Chrome with Amazon Workspaces
Webcam required for video calls
Preferred: experience in high-volume healthcare, virtual care, urgent care, or provider services
Preferred: experience supervising or managing contractor or contingent workforces
Preferred: familiarity with workforce management concepts such as coverage, adherence, and occupancy
Preferred: experience with quality monitoring programs and calibration

Benefits

Comp & perks

FT W2 employment
Fully remote work from a home office
Opportunity to shape contractor operations, influence performance outcomes, and support innovative care models
Equal opportunity and inclusive work environment