Service Center Supervisor

About the role

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.

Responsibilities

• Formulates and implements policies, procedures, and processes that meet the standards and requirements of the organization and regulatory agencies
• Aids in the formulation and management of performance targets for individuals and teams
• Maintains 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
• Manages staff, providing continuous performance management and conducting employee performance evaluations
• Conducts call quality audits and provides coaching to ensure service and scheduling standards are met
• Recruits, hires, and onboards staff
• Maintains patient experience and service quality metrics and implements improvements based on performance results

Qualifications

• A 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

Skills

• 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

Benefits

• $28.35-$34.73/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!