Family Member Engagement Call Center Supervisor

Why Join Care Medical Practice?

Care Medical Practice is a provider-led, community-based health and care partner dedicated to improving the health and well-being of those who need care the most, with a deep commitment to high-needs, urban and rural communities. Our local physicians, nurses, and caregivers work together to serve people and the communities they live in, beyond just treating symptoms. We remove barriers by delivering personalized care as close to home as possible, often in-home, because we know a deep understanding of our patient’s race, culture, and environment is critical to delivering improved health outcomes. By empowering patients, providers, and caregivers with the support they need, we strive to make health and care a reality—not a burden—every single day. Join us in creating a better way to care.

Position Overview

The Family Member Engagement Call Center Supervisor oversees the daily operations of the Care Medical and Grace at Home call centers, ensuring an exceptional experience for every Family Member (patient). This role supervises a team of engagement agents responsible for scheduling, outreach, and inbound inquiries.

The Supervisor is accountable for achieving service levels, optimizing team performance, ensuring staff compliance with clinical scheduling protocols, and maintaining high-quality communication aligned with Care Medical’s mission and standards.

This position is ideal for a Licensed Practical Nurse (LPN) with call center and management experience, strong communication skills, and a passion for supporting primary care delivery in a patient-centered medical home model.

Key Responsibilities

Team Leadership & Operations Management

• Supervise, mentor, and performance-manage Family Member Engagement Agents.
• Monitor daily call volumes, agent productivity, and service-level adherence (AHT, abandonment rate, first-call resolution).
• Conduct regular team huddles, coaching sessions, and quality audits to promote excellent service and compliance with scripts and protocols.
• Manage staffing and scheduling to maintain operational continuity and meet patient access goals.
• Collaborate with HR and management on agent recruitment, onboarding, and performance evaluations.

Scheduling & Clinical Coordination

• Oversee accurate scheduling for all Care Medical and Grace at Home departments, ensuring adherence to provider templates and clinical protocols.
• Support workflows for appointment reminders, rescheduling, and care gap outreach.
• Ensure correct handling of triage calls, medication refills, records requests, and care coordination activities.
• Reinforce documentation accuracy and timeliness in the MEDENT EMR system.

Quality, Compliance & Continuous Improvement

• Establish and monitor performance metrics for quality assurance, service delivery, and data accuracy.
• Ensure compliance with HIPAA, OSHA, and organizational privacy and safety standards.
• Identify workflow bottlenecks and recommend improvements to enhance access and efficiency.
• Collaborate with Clinical Leadership and Operations to align call center goals with overall practice objectives.

Training & Knowledge Development

• Lead ongoing training on communication skills, EMR proficiency (MEDENT), and primary care scheduling practices.
• Support bilingual communication and culturally sensitive service delivery.
• Stay informed on healthcare regulations, medical terminology, and practice updates that impact patient scheduling and communication.

Required Qualifications

Education:

• Licensed Practical Nurse (LPN) credential preferred.
• Associate’s degree in healthcare administration, nursing, or related field acceptable.
• Strong knowledge of medical terminology required.

Experience:

• 3–5 years of call center or centralized scheduling experience within a healthcare setting.
• At least 2 years of supervisory or leadership experience required.
• Primary care experience preferred (pediatrics, women’s health, adult medicine, geriatrics).
• Experience with MEDENT EMR strongly preferred.
• Proven ability to manage performance metrics and call center operations.

Skills & Abilities:

• Bilingual (English/Spanish or other language representative of our patient population) strongly preferred.
• Excellent verbal communication, active listening, and motivational leadership skills.
• High emotional intelligence, professionalism, and accountability in a fast-paced environment.
• Strong organizational, analytical, and problem-solving abilities.
• Proficiency in Microsoft Office, call center tools (RingCentral or similar), and EMR navigation.

Our Benefits

Financial Well-being

• Competitive Compensation: We offer competitive salaries to attract and retain the best talent.
• 401(k) with Employer Match: Plan for your future with our 401(k) plan and a generous 4% employer match.

Health and Wellness

• Comprehensive Medical Plan: We proudly offer a comprehensive medical option with an employer contribution.
• Dental & Vision Coverage: Maintain your oral and eye health with our employer-paid dental and vision plans via MetLife.
• Employer-Paid Insurance: Life, Short-Term Disability (STD), and Long-Term Disability (LTD) insurance are provided at no cost to you.
• Generous Paid Time Off: Enjoy ample time off for rest and rejuvenation with generous PTO, holidays, and wellness time.

Additional Perks

• Continuing Medical Education (CME) Allowance for Providers: Stay at the forefront of your field with our CME allowance.
• Commuter Benefits: Save on your commute with our commuter benefits program.
• Mileage Reimbursement: Get reimbursed for work-related travel expenses.

The working environment and physical requirements of the job include:

This position requires in-home, assisted living, and independent-living community based work. The job requires frequent travel for patient visits in all types of weather conditions. Work may be performed in settings with conditioned air, artificial light, and an open workspace.

In this position you will need an ability to travel frequently by car and/or public transportation, the ability to communicate with customers, vendors, management, and other co-workers in person and over devices, sometimes with people who are agitated. Regular use of the telephone and e-mail for communication is essential. Sitting or standing for extended periods is common. Must be able to receive ordinary information and to prepare or inspect documents. Lifting of up to 50 lbs. occasionally may be required. Good manual dexterity for the use of common office equipment such as computer terminals, calculator, copiers, and FAX machines. Good reasoning ability is important. Able to understand and utilize management reports, memos, and other documents to conduct business.