Care Coordinator Supervisor

Leidos is looking for a Care Coordinator Supervisor for Military OneSource. The Care Coordinator Supervisor leads, directs, and manages a team of Care Coordinators responsible for delivering high-quality contact center care coordination services in support of program participants. This position oversees daily operations to ensure timely, accurate, compassionate, and compliant service delivery across phone, chat, and email channels. The Supervisor provides leadership, coaching, and operational oversight to ensure participants receive seamless, personalized support and successful connections to internal and external resources.

Working closely with program leadership, the Care Coordinator Supervisor monitors performance, ensures adherence to contractual requirements and quality standards, identifies opportunities for continuous improvement, and supports the successful execution of customer-directed initiatives. This role plays a critical part in ensuring participants receive exceptional, white-glove service while maintaining the highest standards of confidentiality, sensitivity, compassion, and professionalism.

Key Responsibilities

• Lead, supervise, coach, and develop a team of Care Coordinators responsible for participant care coordination and follow-up services.
• Plan, coordinate, and oversee daily care coordination operations to ensure timely, compliant, and effective participant engagement.
• Monitor team performance, workload distribution, productivity, and service quality to ensure compliance with established service level agreements (SLAs), program requirements, and quality standards.
• Ensure Care Coordinators provide comprehensive wrap-around support through phone, chat, and email communications.
• Oversee participant follow-up activities to ensure timely appointment scheduling, successful referrals, and appropriate coordination with internal departments and external community resources.
• Foster a customer-focused culture that delivers personalized, compassionate, and high-quality service to participants and stakeholders.
• Review documentation and case activities to ensure accuracy, completeness, confidentiality, and compliance with program policies and procedures.
• Analyze operational metrics, quality trends, participant feedback, and performance data to identify opportunities for continuous improvement.
• Recommend and implement process improvements, workflow enhancements, and operational best practices to improve efficiency and participant outcomes.
• Provide regular coaching, mentoring, performance feedback, and professional development opportunities for Care Coordinators.
• Assist with onboarding, training, competency development, and ongoing staff education.
• Manage escalated participant concerns and complex service coordination issues, ensuring timely resolution and appropriate follow-up.
• Collaborate with program leadership and cross-functional teams to support new initiatives, operational changes, and customer-directed enhancements.
• Support business-critical projects and operational initiatives related to care coordination and outbound participant engagement services.
• Prepare reports, maintain operational documentation, and communicate performance results to leadership.
• Perform additional duties as assigned.

Qualifications

• Bachelor's degree in Psychology, Social Work, Sociology, Human Services, or another related social science discipline.
• Minimum of five (5) years relevant experience, with a minimum of three (3) years of call center customer service experience and a minimum of two (2) years of supervisory or team leadership experience.
• Demonstrated knowledge of contact center operations, customer service best practices, and participant engagement strategies.
• Experience supervising staff in a fast-paced, customer-focused environment.
• Strong leadership, coaching, mentoring, and employee development skills.
• Excellent verbal, written, interpersonal, and organizational communication skills.
• Ability to prioritize multiple responsibilities while maintaining attention to detail and quality.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook), web-based research tools, and electronic documentation systems.
• Ability to analyze operational data and use performance metrics to drive service improvements.
• Demonstrated ability to maintain confidentiality while exercising sound judgment, professionalism, compassion, and sensitivity when interacting with participants.
• Ability to work collaboratively with internal teams, community partners, and external stakeholders.
• U.S. citizenship required.
• Fluency in English required.
• Ability to successfully pass criminal history, fingerprint background checks, and credential verification.
• Proficient in navigating electronic systems, computer programs, and virtual service platforms.
• Requires a separate, quiet, private, confidential space to work from, as well as having access to your own reliable high-speed internet hard wired to your home (coax or fiber from the Internet Service Provider (ISP) to your home.) Using a hot spot from a mobile device (tethering) or wireless ISP is not acceptable.
• Must be able to maintain and retain suitability investigation and clearance as required.

Preferred

• Life coaching certification.
• Employee assistance program (EAP) experience.
• People leader management or supervisory experience.

militaryonesource

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Original Posting:

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.