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Medical Call Center Supervisor Jobs in Puerto Rico

Alivia Health

PR · On-site

The Call Center Supervisor provides direct leadership to Call Center agents and serves as the primary owner of daily call center execution, workforce coverage, queue management, service levels ...

Alivia Health

PR · On-site

The Call Center Supervisor provides direct leadership to Call Center agents and serves as the primary owner of daily call center execution, workforce coverage, queue management, service levels ...

Clinical Medical Services

PR · On-site

$14 - $17.50/hr

Call Center Representative - Área de Carolina CMS, Inc. y CMS Home Care - Llevando salud a través de todo Puerto Rico Somos la única compañía en Puerto Rico que ofrece un modelo integrado de ...

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Insight Communications

PR · On-site

$12.50 - $16.25/hr

Lunes a Domingo, turnos rotativos Exento No exento Descripción general El enfermero de call center ... Informar a su supervisor inmediato cualquier situación que se presente, tanto clientes como con ...

Alivia Health

PR · On-site

The position provides direct leadership to 3 supervisory roles: the Call Center Supervisors and the Registry Supervisor. Through these direct reports, the Patient Services Manager oversees teams ...

Alivia Health

PR · On-site

The position provides direct leadership to 3 supervisory roles: the Call Center Supervisors and the Registry Supervisor. Through these direct reports, the Patient Services Manager oversees teams ...

Insight Communications

PR · On-site

... Medical Director or attending physician. RESPONSIBILITIES AND COMPETENCES * Administrative ... Inform your immediate supervisor of any situation that arises, both customers and employees that ...

Insight Communications

PR · On-site

... Medical Director or attending physician. RESPONSIBILITIES AND COMPETENCES * Administrative ... Inform your immediate supervisor of any situation that arises, both customers and employees that ...

Insight Communications

PR · On-site

... Medical Director or attending physician. RESPONSIBILITIES AND COMPETENCES * Administrative ... Inform your immediate supervisor of any situation that arises, both customers and employees that ...

Insight Communications

PR · On-site

... Medical Director or attending physician. RESPONSIBILITIES AND COMPETENCES * Administrative ... Inform your immediate supervisor of any situation that arises, both customers and employees that ...

Adecco

Técnico de Farmacia - Call Center

San Juan, PR

$14.75/hr

¡Estamos contratando Técnico de Farmacia - Call Center! ¿Eres Técnico de Farmacia licenciado y ... medical, dental, vision, life insurance, commuter benefits and a 401K plan. Our benefit offerings ...

Insight Communications

PR · On-site

$12.50 - $15.75/hr

Lunes a Domingo, turnos rotativos Exento No exento Descripción general El enfermero de call center ... Informar a su supervisor inmediato cualquier situación que se presente, tanto clientes como con ...

Liberty Latin America Communications, Inc.

PR · On-site

Measure call performance on the following essential meaningful metrics (Key performance indicators ... Call Center environment. Supervisory experience is preferred. Other Qualifications: * Good ...

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Medical Call Center Supervisor information

What are the main responsibilities of a medical call center supervisor?

A Medical Call Center Supervisor oversees the daily operations of a healthcare call center, ensuring that staff provide accurate information and high-quality service to patients and clients. They are responsible for supervising call center agents, managing schedules, handling escalated calls or complaints, and maintaining compliance with healthcare regulations. Supervisors also monitor performance metrics, provide training and coaching, and implement process improvements to enhance patient satisfaction and operational efficiency.

What are the key skills and qualifications needed to thrive as a medical call center supervisor, and why are they important?

To thrive as a Medical Call Center Supervisor, you need experience in healthcare customer service, leadership capabilities, and often a relevant associate or bachelor's degree. Familiarity with call center software, electronic health records (EHR) systems, and HIPAA compliance is typically required. Excellent communication, problem-solving, and conflict-resolution skills help you manage teams and handle patient concerns effectively. These skills and qualifications are vital for ensuring efficient operations, regulatory compliance, and high-quality patient interactions.

What are some common challenges faced by medical call center supervisors, and how can they be effectively managed?

Medical Call Center Supervisors often face challenges such as managing high call volumes, ensuring staff adherence to protocols, and handling escalated patient concerns. Effective management involves implementing thorough training programs, utilizing call monitoring tools to maintain quality standards, and fostering open communication within the team. Supervisors also need to stay updated on healthcare regulations and collaborate closely with clinical and administrative departments to resolve complex issues efficiently.

What is the difference between Medical Call Center Supervisor vs Medical Call Center Agent?

AspectMedical Call Center SupervisorMedical Call Center Agent
ResponsibilitiesOversees team, manages performance, ensures quality standardsHandles patient calls, provides information, documents interactions
CredentialsOften requires experience in healthcare and call center managementHigh school diploma or equivalent, healthcare knowledge preferred
Work EnvironmentSupervisory role in healthcare call centers, team managementFrontline patient interaction in healthcare settings
Common UsageHealthcare organizations, hospitals, clinicsPatient support, appointment scheduling, billing inquiries

The Medical Call Center Supervisor focuses on managing and guiding the team, ensuring quality and efficiency, while the Medical Call Center Agent handles direct patient interactions. Both roles are essential in healthcare communication, but they differ in responsibilities and required experience.

How much do medical call center supervisors make in the US?

Medical call center supervisors in the US typically earn an average salary of around $45,000 to $65,000 per year, depending on experience, location, and the size of the organization. Salaries can vary based on factors such as certifications, management responsibilities, and the complexity of the healthcare services provided.

What does a medical call center supervisor do?

A medical call center supervisor oversees staff who handle patient and provider calls, ensuring quality service and compliance with healthcare regulations. They manage daily operations, provide training, monitor call metrics, and resolve escalated issues to maintain efficient communication within the healthcare setting.

What are popular job titles related to Medical Call Center Supervisor jobs in Puerto Rico?

For Medical Call Center Supervisor jobs in Puerto Rico, the most frequently searched job titles are:

What job categories do people searching Medical Call Center Supervisor jobs in Puerto Rico look for?

The top searched job categories for Medical Call Center Supervisor jobs in Puerto Rico are:

What cities in Puerto Rico are hiring for Medical Call Center Supervisor jobs?

Cities in Puerto Rico with the most Medical Call Center Supervisor job openings:

Medical Call Center Supervisor jobs near you
Infographic showing various Medical Call Center Supervisor job openings in Puerto Rico as of August 2026, with employment types broken down into 1% As Needed, 77% Full Time, 15% Part Time, 2% Temporary, and 5% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution.

Call Center Supervisor

Alivia Health

PR • On-site

Full-time

Posted 7 days ago

Job description

JOB Primary Objective

The Call Center Supervisor is responsible for the day-to-day oversight, coordination, and performance management of Call Center operations within Alivia Specialty Pharmacy (ASP). Reporting to the Patient Services Manager, this role ensures that inbound and outbound communications are executed accurately, efficiently, professionally, and in accordance with established service, quality, productivity, and compliance standards.

The Call Center Supervisor provides direct leadership to Call Center agents and serves as the primary owner of daily call center execution, workforce coverage, queue management, service levels, frontline customer-service performance, and operational compliance.

The Call Center Supervisor serves as the first level of operational escalation, provides real-time coaching and guidance, identifies barriers affecting team performance, and partners with the Patient Services Manager to implement corrective actions, training, workflow improvements, and employee-development initiatives.

Key Responsibilities

  • Oversee daily Call Center operations, including inbound and outbound call activity, queue management, assigned patient-service workflows, and workforce execution.
  • Monitor queue volumes, staffing coverage, employee availability, service levels, average speed of answer, abandonment rates, productivity, schedule adherence, and other established performance indicators throughout the workday.
  • Manage daily assignments, schedules, breaks, lunches, overtime allocation, meetings, training activities, and staffing adjustments based on call volume, operational priorities, staffing levels, and business needs.
  • Ensure timely, accurate, courteous, and professional handling of patient and stakeholder communications in accordance with approved scripts, workflows, policies, procedures, and quality standards.
  • Provide direct supervision, mentoring, performance feedback, employee development support, and operational guidance to Call Center agents.
  • Conduct regular observations, quality reviews, call monitoring sessions, quality discussions, one-on-one meetings, and performance follow-up to reinforce expectations and improve employee results.
  • Address performance concerns related to attendance, punctuality, schedule adherence, productivity, quality, documentation, customer service, and process execution through timely mentoring or corrective action in collaboration with the Patient Services Manager and Human Resources, as applicable.
  • Resolve escalated calls, complaints, customer-service issues, and operational concerns, ensuring timely follow-up, appropriate documentation, and professional communication with all parties involved.
  • Ensure accurate documentation of calls, patient interactions, requests, outcomes, and required follow-up activities in the applicable systems.
  • Maintain compliance with patient privacy, confidentiality, regulatory requirements, payer requirements, company policies, operational procedures, and established organizational standards.
  • Communicate daily priorities, performance results, process updates, system issues, operational risks, staffing concerns, and recommended actions to the Patient Services Manager in a timely manner.
  • Prepare, review, and maintain operational reports, trackers, dashboards, schedules, quality results, coaching documentation, and other records required to manage the area.
  • Identify operational challenges, recurring call drivers, workflow barriers, service failures, documentation issues, training needs, and process inefficiencies, and recommend practical workflow improvements.
  • Support the development, implementation, and reinforcement of call scripts, standard operating procedures, workflows, job aids, service standards, and quality expectations.
  • Support onboarding, initial training, cross-training, refresher training, and ongoing employee development activities for Call Center personnel in partnership with the Patient Services Manager and applicable support departments.
  • Collaborate with Registry, Pharmacy, Access and Reimbursement, Delivery Coordination, Quality, Compliance, Information Technology, and other internal teams to facilitate timely patient support, resolve service issues, and support efficient operational handoffs.
  • Promote a patient-centered culture focused on empathy, professionalism, accountability, teamwork, accuracy, responsiveness, and continuous improvement while leading by example.
  • Support business continuity and operational readiness activities, including appropriate response to unexpected increases in call volume, staffing shortages, system interruptions, or other operational disruptions.
  • Lead implementation of team-level process changes, organizational initiatives, new technologies, and evolving business requirements.
  • Perform other duties as assigned.

SUPERVISORY RESPONSABiLITIES

Supervisor Level

Knowledge, Skills, and Abilities

  • Knowledge of call center operations, customer service, patient services, healthcare operations, or specialty pharmacy workflows preferred.
  • Knowledge of call center performance indicators, including service level, abandonment, average speed of answer, handle time, productivity, quality, schedule adherence, attendance, and first-contact resolution.
  • Strong leadership and people-management skills, including the ability to provide real-time direction, coaching, feedback, conflict resolution, and performance follow-up.
  • Strong customer-service orientation and ability to promote empathetic, professional, and patient-centered interactions.
  • Ability to monitor multiple operational indicators, identify trends or emerging risks, and take timely action to maintain service delivery.
  • Ability to analyze performance data, determine root causes, and develop practical action plans.
  • Ability to manage schedules, workload distribution, employee coverage, competing priorities, and deadlines in a fast-paced environment.
  • Strong problem-solving, decision-making, organizational, and time-management skills.
  • Ability to remain calm, professional, and solution-oriented while handling escalations, complaints, staffing challenges, or high call volumes.
  • Ability to develop and reinforce procedures, workflows, scripts, service standards, and quality expectations.
  • Ability to collaborate effectively with employees, leaders, patients, healthcare providers, payers, and cross-functional teams.
  • Ability to maintain confidentiality and appropriately handle sensitive patient, employee, and business information.
  • Proficiency in Microsoft Office programs, including Word, Excel, Outlook, PowerPoint, and Teams.
  • Knowledge of CPR+ or similar pharmacy management systems and call center platforms preferred.

EDUCATION REQUIRED

Bachelor's degree or relevant experience

EXPERIENCE

1 to 3 years of experience in similar functions