Medical Information Contact Center Supervisor – Licensed

Inizio Engage

. Supervise call center staff and manage performance .

Posted 10/5/2026full-timeRemote • United StatesMid-LevelSenior💰 $50,000 - $94,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in call center operations management, including performance supervision, staff training, and compliance with HIPAA regulations. Proven ability to analyze metrics and implement quality improvement initiatives to enhance service delivery and team performance.

Highest-signal resume keywords

RN LicensePharmacist LicenseCall Center SupervisionCall Management SystemsHIPAA Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance EvaluationCall Metrics AnalysisQuality Improvement ProgramsContingency Coverage PlanningProgram Training Coordination

Soft Skills

Outstanding Customer ServiceCommunication SkillsInterpersonal SkillsStaff MotivationTeamwork Initiatives

Tools & Technologies

CentreVuSupervisorAvaya CMSMicrosoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook

Certifications & Qualifications

Current RN LicenseCurrent Pharmacist License

Industry Keywords

Call Center OperationsPatient PrivacyConfidentialityService Level AgreementsStandard Operating Procedures

About the role

Key responsibilities & impact

Supervise call center staff and manage performance
Provide day-to-day supervision of communicators and implement performance standards
Coach team members and support development of direct reports
Conduct performance evaluations
Interview and train new hires
Address performance issues, disciplinary actions, and terminations according to policy
Monitor staffing levels and develop contingency coverage plans
Coordinate and deliver program training
Create initiatives to encourage teamwork and employee engagement
Supervise call floor operations
Deliver service meeting or exceeding client KPIs and maintain service levels
Ensure quality and compliance with policies and standard operating procedures
Manage call center operations fiscally responsibly
Collaborate with internal teams on continuous quality improvement and client solutions
Monitor inbound and outbound calls for script adherence, call integrity, adverse event compliance, HIPAA compliance, and phone technique
Analyze call metrics, productivity reports, and database metrics; share findings and recommendations with leadership
Oversee alternate channel requests including email, voicemail, and white mail
Assist with program modifications, special call programs, and new client program implementation
Develop quality improvement programs, contact center policies, and procedures
Safeguard patient privacy and confidentiality under HIPAA

Requirements

What you’ll need

Current RN or Pharmacist license
Five years’ experience supervising within a Call Center, preferably in a Team Lead or Supervisor role, or equivalent experience
General understanding of call management systems, such as CentreVuSupervisor
Proficiency with Word, Excel, PowerPoint, Outlook, and Avaya CMS
Outstanding customer service, communication, and interpersonal skills
Ability to train and motivate staff members
Ability to join frequent meetings and calls without disruption or disconnecting
Must safeguard patient privacy and confidentiality under HIPAA

Benefits

Comp & perks

Competitive pay
Medical, dental, and vision coverage
Accrued paid time off
401(k) with company match
Disability and life insurance
Paid maternity and paternity leave
Company-paid holidays
Recognition programs, contests, and awards
Learning, leadership development, and career advancement support
Collaborative culture