Care Coordinator Supervisor

Leidos Holding • $82K — $149K *
US-AnywhereRemote in United States
Healthcare
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Psychology, Social Work, Sociology, Human Services, or related field.
  • 5+ years of relevant experience, 3+ years in call center customer service, and 2+ years in a supervisory role.
  • Knowledge of contact center operations and customer service best practices.
  • Experience in leading teams in a fast-paced environment.
  • Strong leadership, coaching, and mentoring skills.
  • Excellent communication and organizational abilities.
  • Ability to analyze performance metrics and implement service improvements.

Responsibilities

  • Lead, supervise, and coach a team of Care Coordinators.
  • Plan and oversee daily care coordination operations for effective participant engagement.
  • Monitor team performance and ensure compliance with quality standards.
  • Ensure comprehensive participant support through various communication channels.
  • Manage escalated participant concerns and service coordination complexities.
  • Foster a customer-focused culture prioritizing compassionate service.
  • Analyze operational metrics and participant feedback for continuous improvement.

Benefits

  • Comprehensive benefits package supporting health and wellness.
  • Opportunities for professional development and career advancement.
  • Supportive work environment with a focus on teamwork and collaboration.
  • Flexible working conditions allowing remote work.
  • Emphasis on maintaining a high standard of confidentiality and professionalism.
Full Job Description
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

Original Posting:
July 22, 2026

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:
Pay Range $82,550.00 - $149,225.00

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.

About Leidos Holding

Leidos Holding Careers

Joining Leidos Holding presents an unparalleled opportunity to advance one's career with a leader in innovation and technology. The company offers a plethora of job opportunities aimed at fostering professional growth and development in a diverse and inclusive environment.

Explore Career Opportunities

Leidos Holding is actively seeking skilled professionals who are passionate about leveraging their expertise to drive innovation and leadership in their fields. With a variety of open positions, Leidos Holding provides a platform for individuals to challenge themselves in a dynamic work environment.

Innovation and Professional Growth

At Leidos Holding, innovation is at the core of everything they do. Employees are encouraged to think creatively and push boundaries. The company supports this drive for innovation through comprehensive professional development and diversity training programs that are designed to enhance skills and foster leadership.

Commitment to Diversity and Inclusion

Leidos Holding is committed to creating a workplace where diversity is not only recognized but celebrated. With a culture that values and promotes diversity, Leidos Holding ensures that all team members have the opportunity to contribute, learn, and grow.

Internship Programs

For those starting their career, Leidos Holding offers internship programs that provide a robust foundation in the industry. Internships are a great way to develop essential skills, gain valuable work experience, and build professional networks.

Benefits and Culture

Employees at Leidos Holding enjoy a range of benefits designed to support their professional and personal lives. The company culture is built on a foundation of respect and integrity, providing a supportive and collaborative environment where every team member is valued.

Join the Team

Leidos Holding is hiring! Explore job opportunities that match your skills and interests. Leidos Holding looks for driven, curious, and innovative individuals to join their team. Positions are available across various disciplines and experience levels.

Stay Connected

Stay informed with the latest career tips, industry insights, and company news from Leidos Holding. Subscribe to receive updates and be the first to know about new job opportunities, company developments, and more.

Prepare for Your Interview

To prepare for an interview at Leidos Holding, candidates should familiarize themselves with the company's missions and values, update their resumes, and be ready to discuss how their background and skills align with the position they are applying for.

Networking and Career Advancement

Leidos Holding encourages its employees to engage in networking within the company to discover new opportunities for career advancement. The leadership team at Leidos Holding is dedicated to supporting employees in their career paths with ample opportunities for networking and growth.

Explore Leidos Holding Jobs and Careers

Discover the exciting career opportunities at Leidos Holding today. With a commitment to employee growth, innovation, and diversity, Leidos Holding is the perfect place to advance your career. Check out the latest job listings and find your perfect fit at Leidos Holding.

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Industry
Technical Services
* Ladders Estimates

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