Healthcare Call Center Supervisor

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CareTalk Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🏥 Healthcare

🤝 B2B

Healthcare • B2B

CareTalk Health is a Clinical Process Outsourcing (CPO) company and virtual national medical practice that delivers virtual health solutions to healthcare organizations across the United States. It provides telehealth-focused clinical services and administrative processes that can be Medicare-billed when applicable, supporting Medicare and Medicaid populations. CareTalk operates as a virtual provider partner, enabling remote care delivery and revenue-cycle–eligible services for other healthcare entities.

📋 Description

• 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. • 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. • Reinforce standardized telehealth workflows, documentation requirements, and HIPAA compliance. • Ensure teammates follow established escalation pathways for clinical and operational issues. • Partner with QA and Training teams to support 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 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).