Lead a High-Performing Team That Helps Patients Access Healthcare
We are a growing U.S.-based healthcare organization seeking an experienced Remote Bilingual Call Center Supervisor to lead, coach, and support our team of remote appointment setters serving patients throughout the United States.
This is a working supervisor position. In addition to overseeing your team's daily performance, you will personally assist with patient calls and appointment scheduling as needed. We are looking for a leader who enjoys coaching, improving results, and leading by example.
Compensation
- Base Contractor Rate: USD $8.00–$11.50 per hour, depending on experience
- Additional performance-based bonuses
- Long-term growth opportunities with an expanding U.S. healthcare organization
Key Responsibilities
- Supervise, coach, motivate, and support a team of remote bilingual appointment setters
- Lead by example
- Monitor and improve key call center performance metrics, including:
Appointments scheduled
Appointment confirmation rates
Patient show rates
Outbound call volume
Productivity and talk time
Attendance and punctuality
Quality assurance (QA) scores
CRM documentation accuracy
- Conduct regular call monitoring and provide constructive coaching and performance feedback
- Hold team members accountable for achieving individual and team goals
- Assist with onboarding, and training new call center agents
- Ensure compliance with company scripts, procedures, and patient experience standards
- Prepare performance reports and communicate team results, trends, and recommendations to U.S.-based management
- Foster a positive, collaborative, and high-performance team culture
Required Qualifications
- Previous experience supervising a call center team is REQUIRED
- Experience managing a remote team is strongly preferred
- Fluent in both English and Spanish (REQUIRED)
- Clear, neutral English accent that is easy for U.S. patients to understand
- Prior experience working with U.S.-based customers or patients is required
- Strong understanding of call center KPIs and performance management
- Proven ability to coach, improve performance, and hold team members accountable
- Excellent leadership, communication, and conflict-resolution skills
- Proficient with CRM systems and Microsoft Office or Google Workspace
- Highly organized with exceptional attention to detail
- Reliable high-speed internet connection and a quiet, professional home office
- Self-motivated and able to work independently in a remote environment
**Please answer all screening questions for your application to be reviewed**
**Please submit your resume in English language for your application to be reviewed**
Job Type: Full-time
Pay: $140.00 - $200.00 per hour
Application Question(s):
- Describe your experience with call center, customer service, or appointment setting
- Describe your internet connection, workspace, and equipment
- What CRM systems have you used before?
- Have you previously worked with customers or patients based in the United States? If yes, please describe your experience.
- How fluent are you in English? Please describe your experience speaking English on phone calls, especially with U.S.-based customers or patients.
- Why are you leaving your current job and why are you interested in this remote job?
- Friendly reminder to please answer all the screening questions and answer them in English. If you missed any, please go back and answer them.
- Friendly reminder to submit your resume in English format.
- How soon can you start if offered the position?
- Describe your call center management or supervisory experience
- Are you available to work any shift between 7:00 AM and 7:00 PM PST, Monday through Friday and between 9 AM and 2 PM PST on Saturday? If not, please clearly specify your exact availability in Pacific Time (Los Angeles Time)
- The base pay for this position is $8 to 11.50 range. What is your desired base pay?
Experience:
- handling U.S.-based customer/patient calls: 1 year (Required)
- call center management or supervisory: 1 year (Required)
Work Location: Remote
