Call Center Supervisor

Position Title Call Center Supervisor Department Call Center Reports To Director of Clinic Operations Position Overview Responsible for managing the day-to-day work functions of the Call Center Department. Ensures timely response of all inbound calls; eliminates abandoned and missed telephone calls. Responsible to ensure that outstanding customer service is always provided, resolves issues immediately and the delivery of accurate information to patients. Key Responsibilities Provides daily comprehensive supervision of the centralized call center phone operators. Ensures that each call center phone operator receives the FHCCGLA Call Center Manual to achieve the best industry best practices in the following areas: optimal per‑call transactions, timely & non‑discriminatory access to care, reduced disruptions in the delivery of care, increased customer service satisfaction levels, and minimized interruptions in scheduling process. Ensures personnel work performance is accurate and in compliance with FHCCGLA’s established current guidelines. Oversees the prompt and courteous telephone assistance to all callers. Screens regularly for incoming high‑volume calls and recommends changes for consideration to immediate supervisor (pre‑approved by leadership). Verifies and updates all demographic and insurance information in the E.H.R. Verifies appointment availability across all FHCCGLA sites and schedules patients according to their specifications. Implements standardized procedures for customer service, such as asking patients about directions, transportation, what to bring, and what to expect upon arrival. Conducts and documents regular huddles with the call center team to make improvements and/or praise staff. Assists with duty calls, staff time off, and ensures calls are answered without disruption. Maintains and updates weekly reports (productivity, dropped calls, answered calls, peak hours). Provides guidance regarding pertinent updates in real time to call center staff and conducts trainings regularly. Works closely with supervisors and managers to foster collaboration and teamwork. Monitors wait times for patients on hold and steps in to help as needed. Maintains staff attendance records. Ensures all appointment confirmations are completed by the end of each shift. Ensures timely rescheduling and adherence to agency safety and health standards, OSHA regulations, policies and procedures. Identifies, initiates and implements measures to deliver high‑quality care to patients and improve services. Responds efficiently to all patient, provider and staff needs or inquiries. Assists in developing, updating and reviewing policies and procedures. Ensures HIPAA compliance. Attends mandatory quarterly staff meetings, operations meetings, executive leadership meetings and other pertinent meetings. Remains informed of legal and regulatory changes, specific programs/payors, insurances accepted and services offered. Other duties may be assigned or modified as business needs dictate. Minimum Qualifications Minimum of 3 years leadership, project or other management experience, preferably in healthcare. Associate’s degree required; Bachelor’s preferred. FQHC experience preferred. Call Center experience highly preferred. Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality, and showing initiative. Excellent customer service, analytical, written and verbal communication skills. Motivation to ensure all tasks performed thoroughly and accurately. Computer knowledge preferred (e.g., NextGen E.H.R. & PMS, Microsoft Office). Basic knowledge of Patient Portal preferred. Bilingual English and Spanish required. Familiarity with Hispanic culture preferred. Willingness to adapt to agency growth and expansion needs. Motivated and committed to the provision of high‑quality healthcare for underserved communities. Proven ability to establish cooperative working relationships with administrators, physicians, peers and the public. Additional Eligibility Requirements Ability to work well with others in a professional and team‑oriented environment. Working knowledge of clinical front and back‑office operations, patient registration, appointment scheduling, managed care process and financial eligibility screening. Well‑developed interpersonal skills, personable, friendly personality, ability to motivate staff by promoting teamwork. Ability to relate to the public regardless of ethnic, religious or economic status. Willingness to travel to all FHCCGLA clinic sites. Strong planning and organizational skills. General knowledge of medical procedures and basic terminology. Problem analysis and critical thinking skills. Knowledge of the following (preferred): Medicare, Medi‑Cal, managed care programs, private insurance, eligibility procedures, reimbursement requirements, new patient process, services offered, and FHCCGLA health‑plan offerings such as Medicare Family PACT CPSP, Medi‑Cal Fee‑for‑Service, Managed Care Plans, Every Woman Counts, VFC/VFA, etc. Benefits Medical Benefits – FHCCGLA pays 100% of employee’s coverage under Kaiser, Anthem Blue Cross, Health Net, and United Health Care (HMO Plan). 403(b) matching up to 5% of salary. Dental and Vision benefits via MetLife. 11 holidays observed plus 2 floating holidays and 1 birthday holiday. Life Insurance (Accidental Death and Dismemberment) and Long‑term Disability. Paid sick leave: 7 days (56 hours) Full‑Time; 40 hours Part‑Time/Per‑Diem. Employee Assistance Program. 2 weeks vacation. AFLAC benefits. Compensation Salary range: $59,384.00 – $65,177.00 #J-18808-Ljbffr Family Health Care Centers of Greater Los Angeles