Clinical Care Supervisor

About This Role

Lead and manage a team of Patient Care Coordinators in the Clinical Department, ensuring high-quality phone calls and adherence to company policies and metrics. This role focuses on coaching, performance tracking, and day-to-day contact center operations to contribute to patient satisfaction.

Responsibilities

• Manage an assigned team of employees in the clinical department, overseeing the day-to-day contact center operations
• Provide ongoing coaching related to utilization (productivity), quality, attendance, and overall performance
• Ensure consistent follow-up and communication
• Perform status tracking, efficiency analysis, resource allocation, data analysis, and overall process management support
• Establish process controls to ensure all SLA's and KPI's are consistently met
• Provide significant contributions to activities related to patient satisfaction and program management
• Ensure all agents are compliant with HIPAA and Medicare Fraud, Waste, and Abuse rules and regulations at all times
• Respond and communicate promptly to all inquiries received via email, text, and phone
• Prepare monthly, quarterly, and annual reports
• Utilize data to support assumption and outcome evaluations
• Monitor daily attendance, breaks, and approved Paid Time Off (PTO) requests
• Review and ensure payroll timesheets are accurate for each team member
• Attend and conduct meetings as required by the position

Requirements

• Compact LPN or RN licensure
• 1+ year of supervisor/management experience in a remote contact center
• Proficient in Excel and/or Google Docs/ Sheets
• Proven ability to analyze, problem-solve, adapt, and multitask
• Strong verbal and written communication skills
• Able to coach, motivate, and encourage employees
• Ability to be flexible and adapt to new situations and environments

Qualifications

• 1+ year of supervisor/management experience in a remote contact center

Skills

* Required skills