Service Center Supervisor - Full Time (97352)

Join our team as a Service Center Supervisor at Lancaster Family Health Center in Salem, OR. We're looking for a supervisor to lead our regional service (call) center operations based in Salem, Oregon. Our regional team includes over 40 scheduling coordinators who answer incoming phone calls and text messages, schedule appointments for our providers in many of our medical sites across eastern Washington and western Oregon. This position leads, guides, mentors and coaches our scheduling coordinators who work onsite at our Lancaster location (approx. 19 FTEs) who are an integral part of ensuring our patients have a good experience from their first interaction with our team. If you're looking for a role where you'll directly influence access to care and help ensure patients receive timely, high quality service we'd love to meet you. Apply today and help us build healthier communities, one interaction at a time.

Read the overview of this opportunity to understand what skills, including and relevant soft skills and software package proficiencies, are required.

Yakima Valley Farm Workers Clinic serves more than 200,000 patients annually across 28 medical clinics, 15 dental clinics, 12 pharmacies, and 41 program sites in Washington State and Oregon. We are Level 3 Certified as a Patient-Centered Medical Home (PCMH). With integrated services including medical, dental, pharmacy, orthodontia, primary care nutritional counseling, autism screening, and primary care behavioral health, YVFWC's patient-centered model of care offers patients the full spectrum of care and shelter assistance, energy assistance, weatherization, HIV and AIDS counseling and testing, home visits, and four mobile medical/dental clinics. Visit us at to learn more.

We're looking for someone who:

• Is detail oriented with a passion for identifying process improvements and resolving issues
  
• Is passionate about developing others' professional and personal skills
  
• Proactively seeks new solutions when existing workflows fall short
  
• Is approachable and personable while maintaining a strong leadership presence
  
• Champions the patient experience
  
• Translates data into meaningful insights and action
  
• Is self-motivated with a desire to continuously learn and grow
  
• Champions new ideas and brings the team along through change
  
• Values and enjoys working with diverse populations and backgrounds
  

What We Offer

• $28.63-$35.08/hour DOE with the ability to go higher for highly experienced candidates
• Additional pay for bilingual skills, paid on hours worked
• 100% employer-paid health insurance including medical, dental, vision, Rx, 24/7 telemedicine
• Profit sharing & 403(b) retirement plan available
• Generous PTO, eight paid holidays, and much more!

What You'll Do:

• Formulates and implements policies, procedures, and processes that meet the standards and requirements of the organization and regulatory agencies
• Assists in the formulation and management of performance targets for individuals and teams
• Monitors and analyzes key performance metrics, including call volume, queue times, abandonment rates, dropped calls, and customer satisfaction.
• Serves as a liaison between call center and all clinics scheduling coordinators are serving.
• Updates and maintains scheduling protocols for all clinics the call center is serving
• Creates improvement plans to optimize procedures and staff engagement.
• Participates in Clinic Leadership meetings and reports results and performance to the Clinic Director
• Management Duties:
  • Coaches, mentors, and trains direct report staff, and supports staff growth and development
  • Provides continuous performance management and conducts employee performance evaluations
  • Conducts call quality audits and provides coaching to ensure service and scheduling standards are met
  • Participates in the recruitment, hiring, and onboarding of staff
  • Monitors patient experience and service quality metrics and implements improvements based on performance results

Qualifications:

• High School Diploma or General Education Diploma (GED). An associate's Degree is preferred
• Five years of call center, service center, contact center experience or five years of direct customer service experience in a supervisory or lead role Associate's Degree may substitute 2 years' experience. Bachelor's Degree may substitute 4 years' experience.
• Call center experience, preferably in healthcare is preferred
• Bilingual (English/Spanish) preferred. Must demonstrate the ability to communicate at level 9 on the language proficiency scale to receive bilingual differential pay.

Knowledge/Skills Abilities:

Knowledge of medical billing and insurance is preferred. Knowledge of medical terminology preferred. Effective verbal and listening communication skills. Strong customer relations skills, including the ability to manage stressful situations. Basic conflict resolution and de-escalation skills. Ability to work well in a customer-oriented team environment. Ability to work effectively in a fast-paced environment. Ability to prioritize work and handle a variety of tasks simultaneously, with frequent interruptions. Ability to perform administrative tasks such as answering phones, filing, faxing, scanning, and copying. Able to analyze and apply data to improve performance. Strong attention to detail and accuracy. Basic proficiency with 10-key. Basic proficiency with a variety of computer programs, including Microsoft Outlook, Word, Excel, and PowerPoint

Our Mission Statement

"Together we transform our communities through compassionate, individualized care, eliminating barriers to health and well-being."

Our mission celebrates inclusivity. xhyhwjd We are committed to equal-opportunity employment.