Healthcare Call Center Supervisor

Role overview

CareTalk Health operates as a fully remote, nationwide virtual medical practice that works with Medicare Advantage plans to complete Annual Wellness Visits and close care gaps. The organization emphasizes a simple, dependable, and human approach to virtual care. It is hiring a Healthcare Call Center Supervisor to manage a distributed team that supports telehealth visits and to keep daily operations running smoothly across providers, nurses, and clinical support staff and contractors.

What the position involves

This is a highly visible leadership role that works closely with Clinical Operations, Quality, Workforce Management, and Training. The supervisor will help maintain visit flow, support performance against key metrics, and protect the patient experience in a high-volume telehealth environment.

Schedule and working pattern

The standard working hours are Monday to Friday, 8:00 AM to 5:00 PM EST. Some Saturdays are also required, typically every other week from 9:00 AM to 5:00 PM EST. The role requires flexibility, since the supervisor may also need to oversee or support evening coverage, which can include 10:00 AM to 6:00 PM EST or 11:00 AM to 7:00 PM EST depending on operational demand.

Compensation and employment terms

This is a full-time W2 position with pay of $40 per hour. The role is remote within the United States.

Key responsibilities

• Lead patient-facing remote teams made up of providers, nurses, and clinical support personnel involved in telehealth visits.
• Run daily huddles, confirm shift readiness, and address live operational issues as they arise.
• Track staffing levels, schedules, and adherence so service targets remain on course.
• Spot and fix operational breakdowns that affect visit completion, wait times, or the overall patient experience.
• Own core operational performance measures such as visit completion, productivity, wait time, and adherence.
• Review performance patterns, identify root causes, and put corrective actions in place.
• Coach team members through clear feedback and structured performance conversations.
• Reinforce standard telehealth processes, documentation expectations, and HIPAA compliance.
• Make sure the team follows the correct escalation process for both clinical and operational matters.
• Work with QA and Training to support onboarding, refresher training, and focused coaching.
• Prepare and present regular staffing and performance updates for operational and clinical leadership.
• Partner with Workforce Management, Quality, Training, Recruiting, and Clinical Operations teams.
• Support organizational changes, new program rollouts, and ongoing process improvements.

Requirements

• At least 3 years of supervisory experience in a call center or contact center setting, along with a healthcare background such as RN credentials or other clinical training.
• At least 2 years of experience supporting telehealth or healthcare appointment operations.
• A proven history of improving performance through KPIs, coaching, and accountability.
• Comfort with case review, audits, and direct, constructive feedback.
• Practical knowledge of HIPAA and healthcare service standards.
• Experience using contact center and clinical tools such as call recording systems, QA platforms, dashboards, and EHR/EMR software.
• Preferred experience in high-volume healthcare, virtual care, urgent care, or provider services.
• Preferred background supervising contractors or contingent workers.
• Preferred familiarity with workforce management concepts such as coverage, adherence, and occupancy.
• Preferred experience with quality monitoring programs and calibration.
• Computer requirement: only Windows or Apple computers are allowed; Chromebooks, Linux machines, and smartphones are not acceptable.
• The computer must run at least Windows 10 or macOS 13.
• Wired headphones are required for best audio quality.
• Internet must meet minimum speeds of 50 Mbps download and 20 Mbps upload, and a wired ethernet connection from the computer to the router is required.
• Google Chrome must be used with Amazon Workspaces, regardless of device type.
• A webcam is required for video calls; laptops with built-in webcams are acceptable, otherwise an external webcam is needed.
• A second monitor is recommended for laptop users, and dual monitors are recommended for desktop users.

About the employer

CareTalk Health is a fast-growing virtual care organization focused on delivering high-quality care at scale. The company says this role will help shape contractor operations, improve performance outcomes, and support new care models across a nationwide clinical workforce.

Equal opportunity and privacy note

CareTalk Health states that it is an equal opportunity employer and values a diverse and inclusive workplace.

California applicants should note that a California Applicant Privacy Notice at Collection is available and explains what information is collected, how it may be used and retained, whether it is sold or shared, and the privacy rights available under California law.