Care Coordinator Supervisor – DoD Healthcare

Job not on LinkedIn

🔥 2 hours ago

🇺🇸 United States – Remote

💵 $52k - $94k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Leidos

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Leidos is a leading systems integrator in science, technology, and engineering, providing solutions that transform and enable the missions of its customers. The company operates across various markets, including aviation, defense, energy, government, healthcare, intelligence, science, and space. Leidos is involved in AI, digital modernization, cyber operations, and integrated and mission software systems. With a commitment to diversity, equity, inclusion, and sustainability, Leidos also engages in charitable efforts and community enrichment programs. Additionally, it contributes to developing solutions for counter-unmanned aerial systems and electric vehicle infrastructure for military applications.

📋 Description

• Supervise, coach, train, and evaluate approximately 10–15 Care Coordinators supporting healthcare contact center operations • Oversee beneficiary appointment scheduling, referral coordination, provider locator services, and general healthcare administrative assistance • Monitor employee performance, productivity, schedule adherence, call quality, and compliance with established operating procedures • Ensure accurate processing and documentation of appointment requests, referral activities, beneficiary inquiries, and administrative cases • Monitor team performance against contractual service-level requirements, including first-contact resolution, average speed of answer, call abandonment, and appointment/referral processing accuracy • Coordinate with Workforce Management personnel to maintain staffing levels, monitor call queues, and implement approved intraday staffing adjustments • Answer incoming beneficiary calls and perform Care Coordinator duties during high-volume periods, staffing shortages, or operational surges • Resolve escalated beneficiary concerns involving appointment scheduling, referrals, healthcare access, and unresolved administrative issues • Escalate clinical questions, potential medical emergencies, and requests requiring medical judgment to appropriately licensed clinical personnel • Review quality assurance evaluations, call recordings, and operational reports to identify coaching and performance improvement opportunities • Conduct coaching sessions, performance evaluations, team meetings, and corrective action activities • Support employee onboarding, training, proficiency assessments, and ongoing professional development • Collaborate with contact center management, nursing supervisors, quality assurance personnel, and technical support teams • Identify recurring administrative errors, unnecessary transfers, and opportunities to improve first-contact resolution and beneficiary satisfaction • Ensure compliance with DoD/DHA cybersecurity, privacy, information handling, and healthcare administrative requirements • Provide hands-on Care Coordination, including live calls and chats, during high-volume periods • Support 24/7 contact center operations, including assigned evening, weekend, holiday, or alternate shifts

🎯 Requirements

• High school diploma or equivalent and 5+ years of relevant experience in customer service, contact center operations, healthcare administration, or a related service environment • Experience providing team leadership, employee coaching, training, or operational oversight in a customer service environment • Strong understanding of contact center operations, customer service practices, call handling procedures, and performance metrics • Experience resolving complex customer concerns and coordinating solutions to administrative service issues • Ability to train, delegate assignments, review employee work, and provide constructive performance feedback • Experience using customer relationship management (CRM) systems, contact center applications, and standard office software • Ability to analyze operational information, identify performance issues, and recommend corrective actions • Strong leadership, communication, organizational, problem-solving, and interpersonal skills • Ability to manage multiple operational priorities while maintaining effective team supervision • Ability to perform direct customer service duties when operationally necessary • Ability to work assigned shifts supporting a 24/7 contact center • Ability to meet applicable DoD/DHA personnel security and suitability requirements • Preferred: Associate's or bachelor's degree in Business Administration, Healthcare Administration, Management, or a related discipline • Preferred: At least 2 years of experience supervising or leading contact center employees • Preferred: Experience supervising teams of approximately 10–15 customer service representatives or healthcare support personnel • Preferred: Experience supporting healthcare contact centers, patient access services, appointment scheduling, or referral coordination • Preferred: Familiarity with military healthcare operations, TRICARE, military treatment facilities (MTFs), and DHA administrative processes • Preferred: Experience using Salesforce Health Cloud, Salesforce Service Cloud, or comparable CRM platforms • Preferred: Experience using Amazon Connect or comparable enterprise contact center technologies • Preferred: Familiarity with electronic health record systems • Preferred: Experience with workforce management systems, quality monitoring, operational reporting, and contact center performance dashboards • Preferred: Experience supporting DoD, DHA, VA, or other federal healthcare programs • Preferred: Familiarity with URAC contact center accreditation standards and healthcare quality assurance practices • Preferred: Knowledge of HIPAA, protected health information (PHI), personally identifiable information (PII), and applicable healthcare privacy requirements • Preferred: Experience supporting 24/7 contact center operations and implementing employee performance improvement initiatives

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