Call Center Supervisor

Join Lifedoc Health as Our New Call Center Supervisor in Patient Care

Location: Memphis, TN | Employment Type: Full-Time | Work Location: In-Person

Are you a strategic, mission-driven leader ready to make a real difference in healthcare?

At Lifedoc Health, we're transforming the way healthcare is delivered to communities across Memphis, the Mid-South, and the rest of the State and Country — and we want you to help lead that change.

About Lifedoc Health

Lifedoc Health is more than just a clinic — we are a movement dedicated to empowering our community through accessible, patient-centered care, education, and groundbreaking research. We serve diverse populations with a focus on lasting wellness, not just treating symptoms. Come be part of something bigger

Position Overview

The Call Center Supervisor in Patient Care at will be responsible for daily work functions of Patient Care Representative as well as provide overall direction and coaching to Community Health Workers. The Call Center Supervisor in Patient Care is responsible for providing quality and efficient customer service to patients through daily management of the team to include monitoring, motivating, recognizing, coaching, counseling, training and problem solving. The Patient Care Supervisor will manage a team who coordinates scheduling of our patients to take 400+ inbound and 400+ outbound calls daily.

What You'll Do

• Ensures all appointment reminders for every provider or resource schedule are completed according to the protocol
• Ensures all incoming calls are going to the appropriate destination, documented, and completed in a timely manner
• Ensures all necessary information is verified in every call and that proper notes are included in the patient's chart
• Exports and coordinate the distribution of all Care Coordination/Health Maintenance Reports from the various systems among the call center/care coordination staff and ensure they are making the calls properly
• Proactively oversees the daily schedule to take immediate action as needed to reach daily productivity and efficiency goals
• Provides continuous supervision to ensure the staff is communicating with the patient properly
• Coordinate with clinical team to help translate clinical protocols and metrics into operational protocols, reports, and goals
• Provides ongoing training to the staff on the EMR System, protocols, and proper communication and customer service methods.
• Ensures all duties assigned to care coordination center and CHWs are completed in a timely, efficient, and successful manner
• Coordinates, when needed, with various departments to address patient concerns as needed to facilitate the proper care and coordination to the patients in a timely manner.
• Participates in the development of Quality Work Plan and Work Plan Evaluation
• Ensures that all necessary and relevant patient information is collected and recorded accurately in the patient's chart.
• Assists in the planning, facilitation, and coordination of population health activities related to the pursuit of continuous improvement in the following: the delivery of patient care, achievement of clinical outcomes, operational efficiency, patient satisfaction, patient safety

What We're Looking For

• High School Diploma required; higher educational degree preferred
• 2 + years of experience in a supervisory/leadership role
• Intermediate skills in Microsoft Office Suite (Outlook, Word, Excel and PowerPoint)
• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Great active listening skills and ability to adapt to varying patient personalities
• Ability to multi-task, prioritize, and manage time effectively
• Familiarity with EMR or ability to learn
• Ability to fluently speak both English and Spanish
• Previous healthcare or Call Center Experience a plus

Why Lifedoc Health?

At Lifedoc, you're not just joining a workplace — you're joining a mission. Here, your work directly transforms lives and helps reshape the future of healthcare. We invest in your professional growth while supporting your passion for community impact.

If you're ready to lead with purpose and heart, apply today and become part of the Lifedoc Health family

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• Supervising: 2 years (Preferred)

Ability to Commute:

• Memphis, TN Preferred)

Work Location: In person