Care Coordinator Supervisor - DoD Healthcare (GNAL-NG)

Leidos

3d•$52,000 - $94,000

About The Position

Leidos is seeking an experienced Care Coordinator Supervisor to support the Department of Defense (DoD) and Defense Health Agency (DHA) Global Nurse Advice Line – Next Generation (GNAL-NG) program. The position supervises approximately 10–15 non-clinical Care Coordinators who assist Military Health System beneficiaries with appointment scheduling, referral coordination, provider information, and healthcare navigation. The supervisor oversees daily contact center operations, monitors employee performance, provides coaching and training, resolves escalated beneficiary issues, and ensures compliance with operating procedures and contractual performance requirements. The role also provides direct beneficiary support, including live calls and chats, during periods of high contact volume, staffing shortages, or operational surges. The position supports a 24/7 contact center, including assigned evening, weekend, holiday, or alternate shifts as required.

Requirements

High school diploma or equivalent and 5+ years of relevant experience in customer service, contact center operations, healthcare administration, or a related service environment.
Experience providing team leadership, employee coaching, training, or operational oversight in a customer service environment.
Strong understanding of contact center operations, customer service practices, call handling procedures, and performance metrics.
Experience resolving complex customer concerns and coordinating solutions to administrative service issues.
Ability to train, delegate assignments, review employee work, and provide constructive performance feedback.
Experience using customer relationship management (CRM) systems, contact center applications, and standard office software.
Ability to analyze operational information, identify performance issues, and recommend corrective actions.
Strong leadership, communication, organizational, problem-solving, and interpersonal skills.
Ability to manage multiple operational priorities while maintaining effective team supervision.
Ability to perform direct customer service duties when operationally necessary.
Ability to work assigned shifts supporting a 24/7 contact center.
Ability to meet applicable DoD/DHA personnel security and suitability requirements.

Nice To Haves

Associate's or bachelor's degree in Business Administration, Healthcare Administration, Management, or a related discipline.
At least 2 years of experience supervising or leading contact center employees.
Experience supervising teams of approximately 10–15 customer service representatives or healthcare support personnel.
Experience supporting healthcare contact centers, patient access services, appointment scheduling, or referral coordination.
Familiarity with military healthcare operations, TRICARE, military treatment facilities (MTFs), and DHA administrative processes.
Experience using Salesforce Health Cloud, Salesforce Service Cloud, or comparable CRM platforms.
Experience using Amazon Connect or comparable enterprise contact center technologies.
Familiarity with electronic health record systems.
Experience with workforce management systems, quality monitoring, operational reporting, and contact center performance dashboards.
Experience supporting DoD, DHA, VA, or other federal healthcare programs.
Familiarity with URAC contact center accreditation standards and healthcare quality assurance practices.
Knowledge of HIPAA, protected health information (PHI), personally identifiable information (PII), and applicable healthcare privacy requirements.
Experience supporting 24/7 contact center operations and implementing employee performance improvement initiatives.

Responsibilities

Supervise, coach, train, and evaluate approximately 10–15 Care Coordinators supporting healthcare contact center operations.
Oversee beneficiary appointment scheduling, referral coordination, provider locator services, and general healthcare administrative assistance.
Monitor employee performance, productivity, schedule adherence, call quality, and compliance with operating procedures.
Ensure accurate processing and documentation of appointment requests, referral activities, beneficiary inquiries, and administrative cases.
Monitor team performance against contractual service-level requirements, including first-contact resolution, average speed of answer, call abandonment, and appointment/referral processing accuracy.
Coordinate with Workforce Management personnel to maintain staffing levels, monitor call queues, and implement approved intraday staffing adjustments.
Answer incoming beneficiary calls and perform Care Coordinator duties during high-volume periods, staffing shortages, or operational surges, including live calls and chats.
Resolve escalated beneficiary concerns involving appointment scheduling, referrals, healthcare access, and administrative issues.
Escalate clinical questions, potential medical emergencies, and requests requiring medical judgment to appropriately licensed clinical personnel.
Review quality assurance evaluations, call recordings, and operational reports to identify coaching and performance-improvement opportunities.
Conduct coaching sessions, performance evaluations, team meetings, and corrective action activities in accordance with Leidos policies.
Support employee onboarding, training, proficiency assessments, and ongoing professional development.
Collaborate with contact center management, nursing supervisors, quality assurance personnel, and technical support teams to resolve operational issues.
Identify recurring administrative errors, unnecessary transfers, and opportunities to improve first-contact resolution and beneficiary satisfaction.
Ensure compliance with applicable DoD/DHA cybersecurity, privacy, information-handling, and healthcare administrative requirements.
Support a 24/7 contact center operation, including assigned evening, weekend, holiday, or alternate shifts as required.