Care Coordinator Supervisor

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $82.5k - $149.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Leidos

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1969

🔒 Cybersecurity

🔬 Science

Defense • Cybersecurity • Science

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

• Lead, supervise, coach, and develop a team of Care Coordinators responsible for participant care coordination and follow-up services • Plan, coordinate, and oversee daily care coordination operations to ensure timely, compliant, and effective participant engagement • Monitor team performance, workload distribution, productivity, and service quality to ensure compliance with established service level agreements (SLAs), program requirements, and quality standards • Ensure Care Coordinators provide comprehensive wrap-around support through phone, chat, and email communications • Oversee participant follow-up activities to ensure timely appointment scheduling, successful referrals, and appropriate coordination with internal departments and external community resources • Foster a customer-focused culture that delivers personalized, compassionate, and high-quality service to participants and stakeholders • Review documentation and case activities to ensure accuracy, completeness, confidentiality, and compliance with program policies and procedures • Analyze operational metrics, quality trends, participant feedback, and performance data to identify opportunities for continuous improvement • Recommend and implement process improvements, workflow enhancements, and operational best practices to improve efficiency and participant outcomes • Provide regular coaching, mentoring, performance feedback, and professional development opportunities for Care Coordinators • Assist with onboarding, training, competency development, and ongoing staff education • Manage escalated participant concerns and complex service coordination issues, ensuring timely resolution and appropriate follow-up • Collaborate with program leadership and cross-functional teams to support new initiatives, operational changes, and customer-directed enhancements • Support business-critical projects and operational initiatives related to care coordination and outbound participant engagement services • Prepare reports, maintain operational documentation, and communicate performance results to leadership • Perform additional duties as assigned.

🎯 Requirements

• Bachelor's degree in Psychology, Social Work, Sociology, Human Services, or another related social science discipline • Minimum of five (5) years relevant experience, with a minimum of three (3) years of call center customer service experience and a minimum of two (2) years of supervisory or team leadership experience • Demonstrated knowledge of contact center operations, customer service best practices, and participant engagement strategies • Experience supervising staff in a fast-paced, customer-focused environment • Strong leadership, coaching, mentoring, and employee development skills • Excellent verbal, written, interpersonal, and organizational communication skills • Ability to prioritize multiple responsibilities while maintaining attention to detail and quality • Proficiency with Microsoft Office Suite (Word, Excel, Outlook), web-based research tools, and electronic documentation systems • Ability to analyze operational data and use performance metrics to drive service improvements • Demonstrated ability to maintain confidentiality while exercising sound judgment, professionalism, compassion, and sensitivity when interacting with participants • Ability to work collaboratively with internal teams, community partners, and external stakeholders • U.S. citizenship required. • Fluency in English required. • Ability to successfully pass criminal history, fingerprint background checks, and credential verification.

🏖️ Benefits

• Health and Wellness programs • Income Protection • Paid Leave • Retirement