Care Coordinator Supervisor

Leidos

Care Coordinator Supervisor at Leidos overseeing care coordination for Military OneSource. Providing leadership and operational oversight to ensure high-quality service delivery across contact channels.

Posted 7/22/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $82,550 - $149,225 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and team development capabilities while ensuring compliance with service level agreements and quality standards in care coordination. Proficient in analyzing operational metrics to drive continuous improvement and enhance participant engagement.

Highest-signal resume keywords

Team LeadershipCare CoordinationCustomer Service Best PracticesOperational Data AnalysisCoaching and Mentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center OperationsParticipant Engagement StrategiesOperational Metrics AnalysisDocumentation AccuracyProcess Improvement

Soft Skills

Interpersonal CommunicationOrganizational SkillsAttention to DetailCompassionate ServiceProblem-Solving

Tools & Technologies

Microsoft Office SuiteElectronic Documentation SystemsWeb-Based Research Tools

Industry Keywords

Care CoordinationService Level AgreementsQuality StandardsCustomer-Focused EnvironmentConfidentiality

About the role

Key responsibilities & impact

Lead, supervise, coach, and develop a team of Care Coordinators responsible for participant care coordination and follow-up services
Plan, coordinate, and oversee daily care coordination operations to ensure timely, compliant, and effective participant engagement
Monitor team performance, workload distribution, productivity, and service quality to ensure compliance with established service level agreements (SLAs), program requirements, and quality standards
Ensure Care Coordinators provide comprehensive wrap-around support through phone, chat, and email communications
Oversee participant follow-up activities to ensure timely appointment scheduling, successful referrals, and appropriate coordination with internal departments and external community resources
Foster a customer-focused culture that delivers personalized, compassionate, and high-quality service to participants and stakeholders
Review documentation and case activities to ensure accuracy, completeness, confidentiality, and compliance with program policies and procedures
Analyze operational metrics, quality trends, participant feedback, and performance data to identify opportunities for continuous improvement
Recommend and implement process improvements, workflow enhancements, and operational best practices to improve efficiency and participant outcomes
Provide regular coaching, mentoring, performance feedback, and professional development opportunities for Care Coordinators
Assist with onboarding, training, competency development, and ongoing staff education
Manage escalated participant concerns and complex service coordination issues, ensuring timely resolution and appropriate follow-up
Collaborate with program leadership and cross-functional teams to support new initiatives, operational changes, and customer-directed enhancements
Support business-critical projects and operational initiatives related to care coordination and outbound participant engagement services
Prepare reports, maintain operational documentation, and communicate performance results to leadership
Perform additional duties as assigned.

Requirements

What you’ll need

Bachelor's degree in Psychology, Social Work, Sociology, Human Services, or another related social science discipline
Minimum of five (5) years relevant experience, with a minimum of three (3) years of call center customer service experience and a minimum of two (2) years of supervisory or team leadership experience
Demonstrated knowledge of contact center operations, customer service best practices, and participant engagement strategies
Experience supervising staff in a fast-paced, customer-focused environment
Strong leadership, coaching, mentoring, and employee development skills
Excellent verbal, written, interpersonal, and organizational communication skills
Ability to prioritize multiple responsibilities while maintaining attention to detail and quality
Proficiency with Microsoft Office Suite (Word, Excel, Outlook), web-based research tools, and electronic documentation systems
Ability to analyze operational data and use performance metrics to drive service improvements
Demonstrated ability to maintain confidentiality while exercising sound judgment, professionalism, compassion, and sensitivity when interacting with participants
Ability to work collaboratively with internal teams, community partners, and external stakeholders
U.S. citizenship required.
Fluency in English required.
Ability to successfully pass criminal history, fingerprint background checks, and credential verification.

Benefits

Comp & perks

Health and Wellness programs
Income Protection
Paid Leave
Retirement