Clinic Supervisor (Contact Center) - LV Durango Family Medicine Clinic - Full Time 8 Hour Rotating Shift (Exempt)(Non-Union)

About the Role

Performs complex and varied administrative and clinical assignments. Serves as a personal contact for physicians, staff, and outside departments to address problems, issues, or concerns. Assists in the management of clinical unit operations and supervises clinical staff, including Support Coordinators, Medical Assistants, LVNs, Non-Nursing Care Coordinators, and Schedulers.

The Clinical Contact Center (CCC) Supervisor provides leadership, coaching, development, and support to their CCC team as they field calls from clients/patients. Responsibilities include identifying training and performance needs, monitoring phone and work queue performance, developing action plans for improving and sustaining team performance, and participating in special projects. Works closely with clinic partners and serves as an escalation point for providers and clinical staff to ensure Health Center and Contact Center policies are followed.

Responsibilities

• Supervises at least two full-time staff or equivalent, coordinating personnel actions such as performance evaluations, time-off requests, disciplinary actions, hiring, and terminating staff.
• Manages and oversees a team of Clinical Contact Center Staff, measuring KPIs like inbound calls, call waiting, and call abandonment; recommends changes to improve quality.
• Serves as a personal contact for physicians, staff, and outside departments to address problems, issues, or concerns.
• Generates staff assignments and arranges for coverage as needed.
• Trains all clinical staff to ensure compliance with Ambulatory policies.
• Oversees special programs/projects for the department.
• Acts as a liaison between supervisor and subordinates for communicating information, assignments, priorities, and special requests.
• Monitors status of pending items and follows up as needed.
• Promotes security by alerting appropriate personnel for safety, fire, and other unsafe situations; responds to emergencies using standard protocols.
• Participates in monitoring and evaluating the quality and appropriateness of patient care; contributes objective data regarding performance of clinical staff.
• Maintains a safe environment in accordance with standards, policies, and safety regulations; ensures compliance with infection control policies.
• Coordinates staffing to ensure breaks and meal periods are covered; provides coverage as needed.
• Schedules clinic appointments.
• Performs other duties as assigned.

Requirements

• High School diploma or equivalent.
• Lead or supervisory experience.
• Combined clinical and office management experience with general administration.
• Strong organization and time management skills.
• Effective, diplomatic oral and written communication skills.
• Comfortable with computers and medical terminology.
• In-depth knowledge of all insurance types, including government health programs.
• Basic Life Support (BLS) Healthcare Provider certification from the American Heart Association.

Preferred Qualifications

• Specialized/technical training or Medical Assistant Diploma/Certificate from an accredited program.
• Call Center and Customer Service experience.

Skills

• Proficiency with technology, including computers, software applications, and phone systems.
• Exceptional verbal and written communication skills.
• Strong understanding of company products, policies, and services.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem-solving, leadership, and customer service skills.
• Analytical, efficient, and thorough.
• Ability to remain calm and courteous under pressure and navigate tense situations.
• Collaborates with other supervisors and management team members to support team members and maximize customer satisfaction.

Pay

The annual base salary range for this position is $52,000.00 - $82,560.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.