Practice Supervisor; Remote

Care Talk Health is a fully remote, nationwide virtual medical practice. We partner with Medicare Advantage plans to deliver Annual Wellness Visits and close care gaps, reaching members wherever they are. We believe virtual care isn't a compromise — it's care delivered the way patients actually want it. Our job is to make that experience simple, reliable, and human.

Care Talk 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.

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.

• 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.

• 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.

• 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.

• 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.

• 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).

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

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.

Windows or Apple (macOS) Computer ONLY (NO…