Medical Information Contact Center Supervisor (Licensed)

Medical Information Contact Center Supervisor (Licensed)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Medical Information Contact Center Supervisor (Licensed) based in United States.

As a Medical Information Contact Center Supervisor, you will lead day-to-day contact center operations supporting healthcare and medical information programs. You will directly manage, coach, and develop communicators while ensuring service quality, compliance, and performance standards are consistently achieved. The role combines people leadership, operational oversight, customer service, analytics, and healthcare compliance in a highly regulated environment. You will monitor service levels and key performance indicators while identifying opportunities to improve productivity, quality, and employee engagement. You will also collaborate with internal teams and client stakeholders to implement program changes, resolve operational challenges, and support new initiatives. This position requires a licensed healthcare professional who can balance patient privacy, regulatory requirements, business objectives, and the needs of a high-performing team. It offers an opportunity to make a meaningful impact while developing teams and optimizing medical information contact center operations remotely.

Accountabilities

• Team Leadership: Supervise contact center staff, establish and communicate performance expectations, actively manage performance, conduct evaluations, and hold team members accountable for agreed standards.
• Coaching & Development: Coach direct reports for success, support individual development, conduct new-hire interviews and training, and deliver program-specific training as required.
• Performance Management: Address performance concerns, including disciplinary actions and terminations, in a timely manner and in accordance with established policies and procedures.
• Contact Center Operations: Oversee daily call floor activities, proactively monitor staffing levels, maintain adequate coverage, and ensure service levels consistently meet or exceed client KPIs.
• Quality & Compliance: Monitor inbound and outbound calls for script adherence, call integrity, adverse-event compliance, HIPAA requirements, proper phone techniques, and adherence to applicable policies and standard operating procedures.
• Operational Continuity: Develop contingency plans for staffing shortages and provide backup support by handling inbound and outbound calls when necessary.
• Analytics & Reporting: Analyze daily, weekly, and monthly call metrics, productivity reports, and database performance data, sharing insights with leadership and recommending actions based on findings.
• Customer & Client Support: Ensure client needs are addressed with a high level of quality and compliance while collaborating with internal teams to develop creative solutions and continuously improve service delivery.
• Alternate Channels: Oversee requests received through email, voicemail, white mail, and other applicable channels, ensuring they are handled accurately and within required timelines.
• Program Implementation: Assist with program modifications, special call program scheduling, new client program implementation, and quality improvement initiatives designed to enhance productivity and service levels.
• Process Development: Contribute to the development and maintenance of contact center policies, procedures, and operational standards while ensuring patient privacy and confidentiality are protected under HIPAA requirements.
• Team Engagement: Create and implement initiatives that strengthen teamwork, employee engagement, continuous improvement, and a culture of operational and compliance excellence.
• Financial Responsibility: Manage contact center operations in a fiscally responsible manner while balancing staffing, service quality, productivity, and client expectations.

Requirements

• Healthcare License: Current RN or Pharmacist license is required.
• Supervisory Experience: Five years of experience supervising within a call center environment, preferably in a Team Lead or Supervisor capacity, or equivalent relevant experience.
• Call Center Knowledge: General understanding of call management systems, such as CentreVu Supervisor, with the ability to monitor and manage contact center performance.
• Technology Skills: Strong proficiency with applicable business and contact center software, including Microsoft Word, Excel, PowerPoint, Outlook, and Avaya CMS.
• Leadership: Demonstrated ability to train, motivate, coach, and develop team members while maintaining accountability for performance.
• Customer Service: Outstanding customer service, communication, and interpersonal skills, with the ability to build effective relationships with clients, employees, and internal stakeholders.
• Compliance Mindset: Strong understanding of the importance of patient privacy, confidentiality, HIPAA requirements, adverse-event compliance, and adherence to established policies and procedures.
• Analytical Ability: Ability to interpret operational metrics, productivity data, and performance trends and turn findings into practical recommendations.
• Adaptability: Comfortable managing changing priorities, staffing requirements, program modifications, and operational challenges in a fast-paced environment.
• Communication: Strong verbal and written communication skills with the ability to communicate expectations clearly and collaborate effectively across teams.
• Remote Collaboration: Ability to participate reliably in frequent meetings and calls without disruption while maintaining effective communication with distributed teams.

Benefits

• Salary: Base pay range of $50,000$94,000 per year, with final compensation determined by experience, skills, internal equity, and business needs.
• Remote Work: Full-time position performed remotely within the United States.
• Healthcare: Comprehensive medical, dental, and vision coverage.
• Retirement: 401(k) plan with company matching.
• Insurance: Disability and life insurance coverage.
• Paid Time Off: Accrued paid time off, along with company-paid holidays.
• Parental Leave: Paid maternity and paternity leave.
• Recognition: Recognition programs, contests, and awards designed to celebrate employee contributions.
• Professional Development: Continuous learning, leadership development, and career advancement opportunities.
• Collaborative Culture: An environment where employee ideas and contributions are valued and where the work supports meaningful outcomes in healthcare.
• Leadership Impact: Opportunity to lead and develop a healthcare contact center team while improving quality, compliance, service levels, and operational performance.