Service Center Supervisor

Job Brief

Service Center Supervisor Salem, OR

Employment duration:

Full time

Exempt Status:

Non-exempt

Offer Relocation?:

No

ID:

15302

Join our team as a Service Center Supervisor at Lancaster at Lancaster in Salem, OR, and be part of a healthcare organization that believes in making a difference beyond medical care! At Yakima Valley Farm Workers Clinic, we value inclusivity, and we are more than just a job – we are a community committed to the well-being of our migrant farmworkers.

We've transformed into a leading community health center. With 40 clinics across Washington and Oregon, we offer a wide range of services such as medical, dental, pharmacy, orthodontia, nutritional counseling, autism screening, and behavioral health. Our holistic model also extends assistance to shelter, energy, weatherization, HIV and AIDS counseling, home visits, and mobile medical/dental clinics.

Explore our short clips, " are Yakima - WE are Family " and " , " for a glimpse into our dedication to our communities, health, and families.

What We Offer

• $25.74-$31.53/hour DOE with the ability to go higher for highly experienced candidates
• Additional 4% differential for your bilingual skills!
• 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 various regulatory agencies.
• Monitors the patient record filing system and ensures accurate and complete data is collected for all patients. Provides feedback and instruction to staff to ensure accuracy of patient files.
• Answers questions from staff and provides guidance and feedback.
• Assists in the formulation and management of performance targets for individuals and teams.
• Measures performance with key metrics such as number of calls per Call Center Agent, queue time, call abandonment %, dropped calls, and customer service satisfaction levels.
• Communicates and serves as a liaison between call center and all clinics scheduling coordinators are serving. Builds relationships with clinic supervisors from all clinics call center is serving.
• Updates and maintains scheduling protocols for all clinics the call center is serving.
• Creates improvement plans to optimize procedures and staff engagement. Ensures adherence to established policies and procedures.
• Keeps management informed of issues and problems. Identifies any patterns and creates solutions to mitigate or eliminate them.
• Participates in Clinic Leadership meetings and reports results and performance to the Clinic Director.
• Performs other duties as assigned.
• Management Duties:
• Coaches, mentors, and trains direct report staff. Provides continuous performance management and conducts employee performance evaluations. Addresses performance and/or behavior issues, clarifying expectations and providing feedback.
• Completes call audits on scheduling coordinators to ensure expectations of scheduling coordinators are being met during the phone interaction with the patient.
• Supports staff growth and development. Assesses the educational and experience needs of all levels of staff in collaboration with the individual. Encourages staff to seek educational opportunities incorporating job related training in addition to mandatory training.
• Participates in the recruitment and selection of staff. Provides orientation to outline job requirements and expectations, policies and procedures, and proper use of tools and equipment.
• Manages AIDET patient communication surveys, compiles and communicates results, and makes any process or procedure changes necessary to improve results. Also manages TSF on a daily basis.
  
  

Qualifications:

• High School Diploma or General Education Diploma (GED). An associate’s Degree is preferred.
• One year of call center, service center, contact center or direct customer service experience in a supervisory or lead role. Minimum of 2 years of call center experience, preferably in healthcare 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 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. We are committed to equal-opportunity employment.

Contact us at jobs@yvfwc.org to learn more about this opportunity!