Healthcare Engagement Team Supervisor (Remote) - Salvo Health

Supervise and mentor a team of 20+ remote Engagement Specialists, serving as their primary point of accountability, supporting and achieving KPIs, improving workflows, and supporting business objectives through tracking, reporting and data analysis.

Monitor and enforce schedule adherence, login compliance, and daily attendance across a fully remote team.

Track individual and team progress against monthly outreach and enrollment quotas, escalating performance concerns early.

Own the call QA process; score calls regularly, identify coaching opportunities, deliver structured feedback, and track improvement over time.

Conduct regular 1:1s, call shadowing sessions, and performance check-ins to develop reps and address issues proactively.

Monitor real-time agent activity, queue performance, lead upload, and adherence.

Manage accurate rep-level performance data in Zoho CRM, flagging trends to leadership.

Manage escalated patient concerns and inquiries, ensuring timely and high-quality resolutions.

Support onboarding and ongoing training for new and existing Engagement Specialists on call protocols, systems, and compliance standards.

Ensure team operations remain compliant with HIPAA and all applicable privacy regulations.

Work closely with the support, analytics, and patient growth leaders to manage ad hoc projects and tasks as needed.

3+ years of experience supervising an outbound call center or engagement team, preferably in a remote environment.

Demonstrated experience holding remote teams accountable to attendance, adherence, and quota-based performance metrics.

Hands-on experience and expertise with Five9 (preferably) or a comparable call center platforms, including real-time monitoring and reporting.

Experience with CRM software; Zoho experience is a strong plus.

Comfortable working in a fast-paced, startup environment where processes are still being built.

Proven ability to deliver structured coaching and performance feedback that drives measurable rep improvement.

Strong communication skills with the ability to manage sensitive patient interactions and lead a distributed team.

Familiarity with HIPAA requirements and experience operating in a regulated healthcare environment is preferred, but we are open to all industry experience.

Highly organized and detail-oriented, with the ability to manage multiple reps and priorities simultaneously.

A "no task is too small" mentality with the ability to thrive in a fast-paced, startup environment.