Call Center Supervisor

2 months ago

Hillsboro, United States Virginia Garcia Memorial Health Center Full time
Job DescriptionJob Description

At Virginia Garcia Memorial Health Center, we welcome diversity; we encourage, uplift, and are honored to serve people who have been historically underrepresented and underserved. Our mission is to provide high-quality, culturally appropriate healthcare to low-income residents of Washington and Yamhill Counties, with a special emphasis on seasonal and migrant farm workers and others with barriers to receiving healthcare. We strive to provide an inclusive environment that welcomes and values the diversity of the people we employ and serve.

If you are unsure whether you meet all of the required qualifications for this role but are interested and passionate about this potential position, we encourage you to apply.

Starting Rate: $58,573/yr + DOE
Schedule: Monday-Friday 8:00am-5:00pm

Job Summary: The role of the Call Center Supervisor is to provide direct supervision to Patient Access Representatives (PARs), providing customer support and ensuring the delivery of high-quality customer service. The Call Center Supervisor will provide supervision on a fill-in basis for additional PARs, trainers, and Medical Records staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

SUPERVISORY

· Provide day-to-day direct supervision and coaching of Call Center staff.

· Supervise staff in delivery of consistent and excellent customer service via telephone and My Chart. Ensure calls and My Chart messages are answered in a timely manner and that patients are provided correct information.

· Manage the Call Center staff to ensure patient care services offered are sensitive to the patient’s physical, psychological, and cultural needs.

· Conduct performance appraisals of select call center staff.

· Conduct Quality Assurance reviews and evaluations of recorded calls and provide coaching to Call Center staff.

· Hire and train new call center staff when appropriate.

· Provide and oversee the orientation, education, and training of new Call Center staff.

· Manage and develop staff by role modeling professional practice and customer service skills.

SUPPORT FUNCTIONS

· Responsible for having a working knowledge of the phone system and the reports generated by the system.

· Handle calls during peak call periods.

· Assist with the management of appointment scheduling and ensure staff is following scheduling guidelines.

· Support Senior Manager, Customer Care with developing, writing, and implementing Call Center procedures and workflows.

· Facilitate and coordinate staff’s training needs related to the Call Center and customer service.

· Perform audits, prepare reports, and develop quality improvement plans based on Call Center performance data.

· Advocate for patients, investigate complaints, and escalate issues as appropriate.

· Maintain patient and staff confidentiality as appropriate.

· Maintain a safe work environment.

· Ability to handle protected health information in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA)

· Assist with the ordering of office supplies.

· Perform other duties as assigned.

HIPAA Requirements:

The Call Center Supervisor will have access to protected health information (PHI) in the course of their duties. Applying the minimum necessary standard of the Health Insurance Portability and Accountability Act of 1996 (HIPAA), the designated records to which this employee will have access include: all sections of the medical record, patient demographic information in the practice management system, and incoming records, reports, results, consultations, etc. The Call Center Supervisor is required to read the content of these records only to the extent needed to accomplish the assigned task.

Knowledge, Skills and Abilities Required:

• Advanced computer skills including Microsoft Word, Excel, PowerPoint, and database software

• Knowledge of medical terminology

• Excellent interpersonal, oral, non-verbal and written communication skills

• Desire to work with underserved/disenfranchised communities

• Proven leadership and coaching skills.

• High level of skill in problem solving

• Demonstrated ability to work effectively in a team environment

• Excellent customer service skills

• High degree of confidentiality, integrity and professionalism

• Ability to multitask and set priorities in an ever-changing environment while maintaining a calm, professional environment

• Good organizational and time management skills

• Demonstrate initiative and judgment in problem solving

• Ability to make independent decisions based on Center’s protocols

• Commitment and alignment to Virginia Garcia’s mission, vision and values

Education and Experience Required:

· High school diploma or equivalent

· 1 to 3 years supervisory experience

· 2 years’ working experience in health-related field or call center preferred

· Bilingual/Bicultural Spanish/English preferred

Behavioral Competencies:

Accountability: Role model VG’s mission, vision, and shared values

Customer-Focus: Listen to the voice of the customer and strive to delight them by exceeding their expectations

Teamwork: If someone needs help, help them

Initiative: Be innovative, apply fresh ideas, and continuously improve how you do your work

Confidentiality: Maintain strict confidentiality and respect the privacy of others

Ethical: Demonstrate integrity, honesty, and stewardship in all encounters at work

Respect: Demonstrate consideration and appreciation for co-workers and patients

Communication: Demonstrate the ability to convey thoughts and ideas as well as understand perspective of others

Physical Requirements:

Percentage of time spent:

• Standing: 10% • Walking: 15% • Sitting: 70% • Reaching/stooping/bending: 5% • Computer usage: 85% • Travel: up to 5%

Working Environment/Physical Hazards:

Work in a well-lit, ventilated professional office environment.

Must be able to travel to different sites, as needed.

Equipment Used:

· Computer: Word processing and database programs, internet, e-mail

· Telephone, fax, copier, scanner, printer

Immunization: Staff members must meet immunization requirements as stated in VGMHC’s immunization policy and state and federal guidelines.

Job descriptions represent a general outline of the essential and major job duties, functions and qualifications required. They cannot be all-inclusive and comprehensive due to the dynamic nature of work performed to accomplish VGMHC’s Mission.

VGMHC is an Equal Opportunity Employer. No person is unlawfully excluded from consideration for employment because of race, color, religious creed, national origin, ancestry, sex, age, veteran status, marital status, or physical challenges. The policy applies not only to recruitment and hiring practices, but also includes affirmative action in placement, promotion, transfer, rate of pay, and termination.

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