Join our innovative Medical Telehealth Support Contract team, where you'll play a vital role in delivering cutting-edge remote healthcare services to Military Health System beneficiaries. As part of this dynamic program, you'll collaborate with top professionals to enhance patient care through advanced telehealth technologies and streamlined processes. We're looking for passionate individuals who are ready to make a real impact, ensuring patients receive the best care no matter where they are. With a focus on excellence, security, and innovation, this is your chance to be at the forefront of healthcare's digital transformation. If you're driven by quality and a commitment to patient safety, this opportunity is your next career move.
The Care Coordinator Call Center Supervisor leads, directs, and manages a team of Care Coordinators responsible for all outbound contact follow-up services within the Contact Center. This position covers a 24/7/365 Call Center and shift or weekend hours may be required. This position oversees the planning, coordination, and day-to-day execution of outbound contact operations, ensuring efficient workflows, high-quality customer interactions, and adherence to service level agreements (SLAs). The supervisor is accountable for maintaining exceptional customer service by monitoring performance metrics, coaching staff to improve call handling quality, and promptly addressing escalated issues.
In addition to operational oversight, the Care Coordinator Call Center Supervisor supports the full staffing lifecycle, including assisting with hiring, onboarding, training, and offboarding Care Coordinators. The role conducts regular performance reviews, provides continuous feedback, and fosters a supportive, high-performing team environment aligned with program goals. The supervisor collaborates with leadership to refine processes, resolve operational challenges, and uphold organizational policies, procedures, and performance expectations to ensure consistent, high-quality service delivery.
Primary Responsibilities:
Lead and Manage Care Coordinator Team
Oversee Outbound Contact Operations
Ensure Exceptional Customer Service
Support Staffing Lifecycle Activities
Maintain Operational Excellence
Required Qualifications:
Requires a separate, quiet, private, confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home or apartment (coax or fiber from the Internet Service Provider (ISP) to your home. Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable. Must be an U.S. citizen, speak fluent English, and able to maintain and retain suitability investigation and clearance as required.
Preferred Qualifications:
Come break things (in a good way). Then build them smarter.
We're the tech company everyone calls when things get weird. We don’t wear capes (they’re a safety hazard), but we do solve high-stakes problems with code, caffeine, and a healthy disregard for “how it’s always been done.”
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.