Call Center Supervisor

Fair Haven Community Health Care

For over 54 years, FHCHC has been an innovative and vibrant community health center, catering to multiple generations with over 165,000 office visits across 21 locations. Guided by a Board of Directors, most of whom are patients themselves, we take pride in being a healthcare leader dedicated to delivering high-quality, affordable medical and dental care to everyone, regardless of their insurance status or ability to pay. Our extensive range of primary and specialty care services, along with evidence-based programs, empowers patients to make informed choices about their health. As we expand our reach to underserved areas, our commitment to prioritizing patient needs remains unwavering. FHCHC's mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, and culturally responsive patient-centered care.

Job purpose

The Call Center Supervisor is responsible for the daily supervision and operational oversight of a remote team of Call Center Representatives. This position ensures timely patient access, exceptional customer service, and achievement of departmental performance goals through workforce management, real-time operational oversight, quality monitoring, employee coaching, and continuous process improvement. Working in partnership with the Call Center Manager and operational leadership, the Supervisor promotes operational excellence, regulatory compliance, and a high-quality patient experience.

Duties and responsibilities

The Call Center Supervisor works closely with patients, providers, and operational leadership while overseeing daily call center operations. Typical duties include, but are not limited to:

• Supervise, coach, mentor, and develop assigned Call Center Representatives.
• Conduct performance evaluations, one-on-one meetings, competency assessments, and ongoing staff development.
• Monitor attendance, schedule adherence, productivity, and employee engagement.
• Monitor inbound call queues, service levels, wait times, abandonment rates, and staffing throughout the day.
• Coordinate staffing adjustments, breaks, and lunches to maintain service levels.
• Serve as the primary escalation resource for workflow, scheduling, and patient concerns.
• Conduct routine call quality reviews, documentation audits, and workflow compliance monitoring.
• Ensure compliance with organizational policies, HIPAA, and patient confidentiality standards.
• Analyze operational and productivity metrics to identify trends and opportunities for improvement.
• Prepare and communicate operational performance reports to leadership.
• Participate in recruitment, onboarding, orientation, training, and cross-training of staff.
• Collaborate with the Patient Access leadersip to implement workflow improvements, operational initiatives, and departmental goals.
• Provides frontline support by answering inbound calls, completing outbound outreach, assisting with appointment recapture, and supporting representatives during periods of high call volume.

Qualifications

The Call Center Supervisor serves as a leader within the Call Center Department and must demonstrate strong leadership, communication, customer service, and problem-solving skills. The successful candidate will possess:

• High School Diploma or GED required; Associate's degree preferred.
• Minimum of five (5) years of experience in a high-volume healthcare call center or patient access environment and a minimum of two (2) years of supervisory or leadership experience is required.
• Experience with electronic health record systems is also required, use of Epic preferred.
• Experience leading remote or hybrid teams is preferred.
• Strong leadership, coaching, conflict resolution, and interpersonal skills.
• Excellent analytical, organizational, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment while meeting established performance goals.
• Bilingual (English/Spanish) a must.

Direct Reports

Call Center Representatives

What we offer

• Major medical, dental and vision
• Voluntary benefits (AFLAC plan, STD, LTD & Life Insurance)
• Paid Holidays
• Generous Paid Time Off (PTO)
• Tuition reimbursement
• And much more…

American with Disabilities Requirements:

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.

Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.