Care Coordinator Supervisor I

3500 Square LLC • San Germán, PR

4h • Onsite

About The Position

The Care Coordinator Supervisor I directly manages a team of Care Coordinators providing locator support, appointment scheduling at Military Medical Treatment Facilities (MTF), urgent care referral submissions for Active Duty Service Members (ADSM), and customized transfers to optimize facility capability. The Supervisor is responsible for maintaining high performance standards, ensuring compliance with protocols, improving team processes, and supporting the professional development of Care Coordinators. This leadership role requires strong people management, organizational skills, and the ability to thrive in a fast-paced, digital environment. The Supervisor I plays a critical role in upholding service excellence and achieving key performance metrics in military health operations.

Requirements

• U.S. Citizenship (mandatory requirement)
• Bachelor’s degree (BA/BS) or equivalent experience
• 5+ years of relevant professional experience, including at least 2 years supervising or leading teams or projects
• C1 English proficiency level or higher (CEFR), with documented proof (submit screenshot of results from an approved free mobile application)
• A C1 level demonstrates confidence and effectiveness in nearly all professional situations
• If English is your primary (native) language, evidence of proficiency is not required
• If English is your secondary language, you must complete a free mobile English assessment and submit evidence of a C1 or higher
• Link: Take the test – EnglishScore [https://www.englishscore.com/]
• Experience using multiple digital platforms, strong multitasking skills in high-volume environments
• Availability to work on-site in Arecibo, PR or San Germán, PR as required by business needs
• Willingness and ability to work any assigned shift (morning, afternoon, or night) as needed

Nice To Haves

• Knowledge of military culture and/or healthcare systems
• Experience in customer service best practices and call center operations
• Excellent organizational, analytical, and problem-solving skills
• Spanish-English bilingual ability

Responsibilities

• Supervise and provide direction to a team of Care Coordinators, ensuring outbound follow-up services consistently meet program and quality standards
• Monitor and manage team performance, ensuring service level agreements (SLAs) and quality metrics are achieved
• Address day-to-day operational challenges and provide real-time coaching to team members
• Conduct staff performance reviews and deliver constructive feedback for individual growth
• Assist with onboarding, offboarding, and training of Care Coordinators
• Maintain accurate records of team activities and ensure strict compliance with all program protocols
• Initiate and support process improvement initiatives and actively contribute to strategic team development
• Ensure effective communication and collaboration across teams and leadership

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level