Healthcare Call Center Supervisor (Remote)

Job Title: Healthcare Call Center Supervisor - Remote

Location: Remote - United States

Employment Type: FT W2

CareTalk Health

CareTalk Health is a fully remote, nationwide virtual medical practice. We partner with Medicare Advantage plans to deliver Annual Wellness Visits and close care gaps, reaching members wherever they are. We believe virtual care isn't a compromise — it's care delivered the way patients actually want it. Our job is to make that experience simple, reliable, and human.

About the Role

CareTalk Health is seeking a Healthcare Call Center Supervisor to oversee a fully-remote workforce supporting virtual telehealth visits. This role is responsible for day-to-day operational execution across providers, nurses, and clinical support employees and contractors, ensuring consistent visit flow, strong performance against KPIs, and a high-quality patient experience.

This is a highly visible role that partners closely with Clinical Operations, Quality, Workforce Management, and Training to support a scalable, high-volume telehealth model.

Schedule: Shifts fall between our hours of operation, Monday-Friday, 9:00 AM-7:00 PM EST, with rotating Saturdays, 10:00 AM-4:00 PM EST.

What You’ll Do 

Key Responsibilities

Operational Leadership

· Supervise patient-facing employees and contractors (providers, nurses, or clinical support staff) delivering telehealth visits.

· Lead daily operational huddles, shift readiness, and real-time issue resolution.

· Monitor staffing coverage, schedules, and adherence to ensure service-level targets are met.

· Identify and resolve operational gaps impacting visit completion, wait times, or patient experience.

Performance & KPI Management

· Own key operational KPIs (e.g., visit completion, productivity, wait time, adherence).

· Analyze performance trends, identify root causes, and drive corrective action.

· Provide clear, actionable feedback through coaching and performance discussions.

Quality, Compliance & Workflow Adherence

· Reinforce standardized telehealth workflows, documentation requirements, and HIPAA compliance.

· Ensure teammates follow established escalation pathways for clinical and operational issues.

· Partner with QA and Training teams to support onboarding, refreshers, and targeted coaching.

Reporting & Cross-Functional Collaboration

· Deliver regular performance and staffing reports to operational and clinical leaders.

· Collaborate with Workforce Management, Quality, Training, Recruiting, and Clinical Ops teams.

· Support change management, new program launches, and continuous process improvement.

Required

· 3+ years of supervisory experience in a call center or contact center environment with Healthcare background such as a Registered Nurse (RN) or other clinical training.

· 2+ years supporting telehealth or healthcare appointment operations.

· Strong track record driving performance through KPIs, coaching, and accountability.

· Comfortable reviewing cases, conducting audits, and delivering direct, constructive feedback.

· Working knowledge of HIPAA and healthcare service standards.

· Experience with contact center and clinical systems (call recording, QA tools, dashboards, EHR/EMR platforms).

Preferred

· Experience in high-volume healthcare, virtual care, urgent care, or provider services.

· Experience supervising or managing contractor or contingent workforces.

· Familiarity with workforce management concepts (coverage, adherence, occupancy).

· Experience with quality monitoring programs and calibration.

Work Location Requirement

This is a remote U.S.-based position. Employees must perform all work physically within the United States. International work is not permitted during scheduled work hours.

Work Environment 

This is a remote position and may be “on camera” at any time. The Supervisor will work from a home office, requiring reliable internet connectivity and a secure, private workspace.

Technical Requirements:

• Computer:

  • Windows or Apple (macOS) Computer ONLY (NO Chromebooks, Linux Machines, or Smartphones)

  • Must have at least Windows 10 or macOS 14 Sonoma.

• Hardware: 

  • Processor: Intel Core i5 or AMD Equivalent (Windows); Apple Silicon (Macs)

  • RAM: 16 GB

• Headphones: Wired headphones required for optimal audio quality. (NO built-in mics)

• Internet Speed: Meet minimum internet speed requirements (100 MBPS download speed and 50 MBPS upload speed). Must have an ethernet cable connecting computer directly into router.

• Browser and System: Use Google Chrome with Amazon Workspaces (regardless of computer type). 

• Webcam: A webcam is required for video calls. Most laptops have a built-in webcam, which is acceptable. If your computer does not have a webcam, you will need to use an external webcam.

• Recommended Equipment: A second monitor is highly suggested for laptop users; dual monitors for PC users.

Why CareTalk Health

CareTalk Health is a fast-growing telehealth organization that delivers high-quality virtual care at scale. This role offers the opportunity to shape contractor operations, influence performance outcomes, and support innovative care models across a nationwide clinical workforce.

CareTalk Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.