Call Center Supervisor

TEKsystems•Queenstown, MD

2d•$24 - $26•Onsite

About The Position

We are seeking an experienced Call Center Supervisor to lead a team in a fast-paced healthcare environment. This role is ideal for a hands-on leader who can oversee daily call center operations, support staff development, and ensure high-quality patient interactions while driving performance metrics. You will play a key role in maintaining operational efficiency and delivering a strong patient experience through effective leadership and process management.

Requirements

3–5+ years of experience in healthcare call center or medical front office
Prior experience in a lead, supervisor, or team lead role
Strong knowledge of EMR systems and medical office workflows
Understanding of insurance processes, billing, and patient registration
Familiarity with medical terminology, ICD-9, and CPT coding
Excellent leadership, communication, and problem-solving skills
Ability to manage performance metrics and drive team accountability

Nice To Haves

A hands-on leader who can motivate and guide a team
Strong customer service mindset with a focus on patient experience
Ability to handle escalations professionally and efficiently
A detail-oriented and organized individual who thrives in a fast-paced environment
Someone comfortable stepping in to support calls during high-volume periods

Responsibilities

Supervise and support daily operations of the call center team
Train, coach, and develop staff to meet performance goals and quality standards
Monitor and ensure team performance meets KPIs (80%+ QA/metrics)
Handle escalated patient issues and ensure timely resolution
Oversee patient scheduling, registration, insurance verification, and billing processes
Maintain accurate patient records within the EMR system
Ensure compliance with healthcare regulations and internal procedures
Assist with high call volumes as needed to support the team
Collaborate with leadership to improve workflows and operational processes