RN, Call Center Supervisor

Inizio Engage

Call center supervisor overseeing healthcare patient-support operations for Inizio Engage, a strategic healthcare engagement partner. Managing staff performance, call-floor quality, compliance, metrics, training, and client service delivery.

Posted 8/10/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $52,000 - $97,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing call center operations, ensuring compliance with HIPAA regulations, and delivering exceptional customer service. Proficient in analyzing call metrics and implementing performance standards to enhance team productivity and engagement.

Highest-signal resume keywords

LPN, RN, Or Pharmacist LicenseCall Center Supervisory ExperienceCall Management Systems UnderstandingHIPAA ComplianceCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Call Center Operations ManagementPerformance EvaluationTraining And DevelopmentCall Metrics AnalysisQuality Improvement Programs

Soft Skills

Communication SkillsInterpersonal SkillsTeam MotivationCoaching Skills

Tools & Technologies

CentreVuSupervisorWordExcelPowerPointOutlookTeams

Certifications & Qualifications

LPN LicenseRN LicensePharmacist License

Industry Keywords

Call Center OperationsPerformance StandardsPatient PrivacyStandard Operating ProceduresKey Performance Indicators

About the role

Key responsibilities & impact

Supervise call center staff and manage their performance
Provide day-to-day supervision of communicators
Implement and communicate performance standards
Coach team members and support direct-report development
Conduct performance evaluations
Interview and train new hires
Address performance issues, disciplinary actions, and terminations
Monitor staffing levels
Coordinate and deliver program trainings
Implement teamwork and employee-engagement initiatives
Supervise call floor operations
Deliver service meeting or exceeding client KPIs and maintain service levels
Ensure quality and compliance with policies and standard operating procedures
Manage call center operations fiscally responsibly
Collaborate with internal teams on continuous quality improvement and client solutions
Monitor inbound and outbound calls for script adherence, call integrity, adverse-event compliance, HIPAA compliance, and phone technique
Develop contingency plans and handle calls as backup during staff shortages
Analyze call metrics, productivity reports, and database metrics; share analysis and recommendations with leadership
Oversee alternate-channel requests, including email, voicemail, and white mail
Assist with program modifications, special call programs, and new client programs
Assist in developing quality-improvement programs
Develop contact center policies and procedures
Safeguard patient privacy and confidentiality under HIPAA

Requirements

What you’ll need

Current LPN, RN, or Pharmacist license
2–3 years of supervisory experience within a call center, preferably as a Team Lead or Supervisor, or equivalent experience
General understanding of call management systems such as CentreVuSupervisor
General understanding of call center operational metrics and key performance indicators
Proficiency with Word, Excel, PowerPoint, Outlook, and Teams
Outstanding customer service, communication, and interpersonal skills
Ability to train and motivate staff members
Ability to safeguard patient privacy and confidentiality according to HIPAA Privacy and Security Rules
Compliance with applicable policies and standard operating procedures

Benefits

Comp & perks

Competitive pay
Medical, dental, and vision coverage
Accrued paid time off
401(k) with company match
Disability and life insurance
Paid maternity and paternity leave
Company-paid holidays
Recognition programs, contests, and awards
Continuous growth opportunities through learning, leadership development, and career advancement support
Collaborative culture