[Hiring] Practice Supervisor @CareTalk Health

Role Description

CareTalk Health is seeking a Practice Supervisor to oversee a fully-remote workforce supporting virtual telehealth visits. This role is responsible for day-to-day operational execution across providers, nurses, and clinical support employees and contractors, ensuring consistent visit flow, strong performance against KPIs, and a high-quality patient experience.

This is a highly visible role that partners closely with Clinical Operations, Quality, Workforce Management, and Training to support a scalable, high-volume telehealth model.

Schedule: Shifts fall between our hours of operation, Monday-Friday, 9:00 AM-7:00 PM EST, with rotating Saturdays, 10:00 AM-4:00 PM EST.

What You’ll Do

Key Responsibilities

• Operational Leadership
  • Supervise patient-facing employees and contractors (providers, nurses, or clinical support staff) delivering telehealth visits.
  • Lead daily operational huddles, shift readiness, and real-time issue resolution.
  • Monitor staffing coverage, schedules, and adherence to ensure service-level targets are met.
  • Identify and resolve operational gaps impacting visit completion, wait times, or patient experience.
• Performance & KPI Management
  • Own key operational KPIs (e.g., visit completion, productivity, wait time, adherence).
  • Analyze performance trends, identify root causes, and drive corrective action.
  • Provide clear, actionable feedback through coaching and performance discussions.
• Quality, Compliance & Workflow Adherence
  • Reinforce standardized telehealth workflows, documentation requirements, and HIPAA compliance.
  • Ensure teammates follow established escalation pathways for clinical and operational issues.
  • Partner with QA and Training teams to support onboarding, refreshers, and targeted coaching.
• Reporting & Cross-Functional Collaboration
  • Deliver regular performance and staffing reports to operational and clinical leaders.
  • Collaborate with Workforce Management, Quality, Training, Recruiting, and Clinical Ops teams.
  • Support change management, new program launches, and continuous process improvement.

Qualifications

• 3+ years of supervisory experience in a call center or contact center environment with Healthcare background such as a Registered Nurse (RN) or other clinical training.
• 2+ years supporting telehealth or healthcare appointment operations.
• Strong track record driving performance through KPIs, coaching, and accountability.
• Comfortable reviewing cases, conducting audits, and delivering direct, constructive feedback.
• Working knowledge of HIPAA and healthcare service standards.
• Experience with contact center and clinical systems (call recording, QA tools, dashboards, EHR/EMR platforms).

Requirements

• Experience in high-volume healthcare, virtual care, urgent care, or provider services.
• Experience supervising or managing contractor or contingent workforces.
• Familiarity with workforce management concepts (coverage, adherence, occupancy).
• Experience with quality monitoring programs and calibration.

Benefits

• This is a remote U.S.-based position. Employees must perform all work physically within the United States. International work is not permitted during scheduled work hours.
• This is a remote position and may be “on camera” at any time. The Practice Supervisor will work from a home office, requiring reliable internet connectivity and a secure, private workspace.

Technical Requirements

• Computer: Windows or Apple (macOS) Computer ONLY (NO Chromebooks, Linux Machines, or Smartphones). Must have at least Windows 10 or macOS 14 Sonoma.
• Hardware:
  • Processor: Intel Core i5 or AMD Equivalent (Windows); Apple Silicon (Macs).
  • RAM: 16 GB.
• Headphones: Wired headphones required for optimal audio quality. (NO built-in mics).
• Internet Speed: Meet minimum internet speed requirements (100 MBPS download speed and 50 MBPS upload speed). Must have an ethernet cable connecting computer directly into router.
• Browser and System: Use Google Chrome with Amazon Workspaces (regardless of computer type).
• Webcam: A webcam is required for video calls. Most laptops have a built-in webcam, which is acceptable. If your computer does not have a webcam, you will need to use an external webcam.
• Recommended Equipment: A second monitor is highly suggested for laptop users; dual monitors for PC users.

Company Description

CareTalk Health is a fast-growing telehealth organization that delivers high-quality virtual care at scale. This role offers the opportunity to shape contractor operations, influence performance outcomes, and support innovative care models across a nationwide clinical workforce.

CareTalk Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.