Call Center Supervisor

Call Center Supervisor 10 South Street, Baltimore, MD 21202 Hybrid work $28

• $31 an hour
• Full-time $28
• $31 an hour
• Full-time Intake Team Lead Hybrid
• Baltimore, MD (In Office Mondays & Wednesdays) Position Overview We are seeking an experienced and results-driven Intake Team Lead to oversee our Intake Representatives and ensure a seamless experience for prospective home health patients and families.

This role is responsible for managing daily intake operations, coaching team members to improve conversion rates, and ensuring consistent follow-up with potential patients throughout the intake process. The ideal candidate has experience managing high-volume call teams, is comfortable tracking performance metrics, and excels at coaching team members on communication, organization, and follow-through. This role plays a critical part in ensuring potential patients move efficiently from initial inquiry to start of care. Key Responsibilities Lead, coach, and support a team of Intake Representatives handling inbound and outbound calls Monitor team performance including call volume, response times, follow-up consistency, and lead-to-start-of-care conversions Develop and maintain intake workflows and follow-up processes to ensure no leads fall through the cracks Conduct regular call reviews and coaching sessions to improve communication, empathy, and conversion skills Track and report key intake metrics and pipeline activity to leadership Ensure consistent follow-up with prospective patients over the typical 3-month intake timeline Assist with complex patient inquiries or escalations when needed Partner with clinical and scheduling teams to ensure smooth transitions from intake to start of care Help implement tools, systems, and best practices to improve intake efficiency and patient experience Participate in hiring, training, and onboarding new Intake Representatives Qualifications 2+ years of experience in healthcare intake, patient coordination, call center operations, or customer service leadership 1+ year of team leadership or supervisory experience preferred Strong understanding of high-volume call environments Experience tracking and improving conversion metrics and pipeline management Excellent communication and coaching skills Highly organized with strong attention to detail Comfortable using CRM systems, scheduling software, and basic reporting tools Experience in home health, healthcare services, or patient intake strongly preferred What We ' re Looking For A hands-on leader who enjoys coaching and developing team members Someone who is data-driven and focused on improving conversion rates A problem solver who can build processes that keep intake operations running smoothly A compassionate communicator who understands the importance of helping families access care quickly

Pay:

$28.00

• $31.

00 per hour

Benefits:

Dental insurance Health insurance Vision insurance

Work Location:

Hybrid remote in Baltimore, MD 21202