Inbound​/Outbound Call Center Supervisor; Care Coordinator

Description

Join our innovative Medical Telehealth Support Contract team, where you ll play a vital role in delivering cutting-edge remote healthcare services to Military Health System beneficiaries. As part of this dynamic program, you ll collaborate with top professionals to enhance patient care through advanced telehealth technologies and streamlined processes. We re looking for passionate individuals who are ready to make a real impact, ensuring patients receive the best care no matter where they are.

With a focus on excellence, security, and innovation, this is your chance to be at the forefront of healthcare s digital transformation. If you re driven by quality and a commitment to patient safety, this opportunity is your next career move.

CALL CENTER SUPERVISORY EXPERIENCE IS REQUIRED TO BE CONSIDERED

• Lead and Manage Inbound/Outbound Call Center Care Coordinator Team
  • Provide daily supervision, coaching, and direction to Care Coordinators responsible for outbound contact services.
  • Foster a supportive and high-performing team environment that aligns with program goals.
• Oversee Outbound Contact Operations
  • Plan, coordinate, and monitor all inbound/outbound service activities to ensure efficient workflows and consistent service delivery.
  • Ensure customer interactions meet quality standards and service level agreements (SLAs).
• Ensure Exceptional Customer Service
  • Track performance metrics and implement strategies to enhance customer satisfaction and call handling quality.
  • Address escalations promptly and effectively.
• Support Staffing Lifecycle Activities
  • Assist with hiring, onboarding, training, and offboarding of Care Coordinator staff.
  • Conduct employee performance reviews and provide ongoing feedback and development.
• Maintain Operational Excellence
  • Collaborate with leadership to refine processes, address challenges, and enhance operational efficiency.
  • Ensure adherence to organizational policies, procedures, and performance expectations.

• Bachelor s degree and 4+ years of call center supervisory experience.
• Strong customer service skills, knowledge of call center operations, and knowledge and understanding of military lifestyle and culture.
• Proficient in navigating electronic systems, computer programs, and virtual service platforms.

• Veteran/military retiree and/or military spouse.
• Experience working with and/or for military communities.

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit

Pay and benefits are fundamental to any career decision. That s why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at

Beware of fake employment opportunities using Leidos  name. Leidos will never ask you to provide payment-related information during any part of the employment application process, nor will Leidos ever advance money as part of the hiring process. If you receive a suspicious email, contact

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