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Call Center Supervisor

2 months ago

San Francisco, United States Mission Neighborhood Health Center Full time

Mission Neighborhood Health Center (MNHC) is on a transformative journey to expand and enhance the services we provide to the vibrant and diverse communities of San Francisco. With a rich history rooted in the heart of the Mission and Excelsior Districts, MNHC has been a cornerstone of compassionate and culturally-competent care for decades. We are dedicated to health equity through the provision of culturally- and linguistically-competent services, with a particular focus on the Latino Spanish-speaking communities.

Our comprehensive health services include primary care, adult medicine, pediatrics, family planning, OB/GYN, HIV services, and specialized care for the homeless. At MNHC, we are committed to a culture of excellence and financial success to fulfill our mission of providing health care access for all.

As we honor our past and the legacy of service to our community, we are equally focused on the future. MNHC is dedicated to delivering human-centered care that adapts to the evolving needs of our patients. We are in a dynamic state of transformation, striving for excellence in all we do to build a robust and resilient organization that will continue to serve generations to come.

We are currently looking for qualified candidates for our Call Center Supervisor role. This position reports to the Patient Services Manager and is a Regular, Full Time, Exempt role with a starting annual salary range of $75,400 to $83,000 with full benefits.

Primary Objective:

The Call Center Supervisor will be responsible for the end-to-end management of daily operations, ensuring that every patient interaction is handled with the utmost care and professionalism. This includes overseeing a team of call center representatives, managing escalated calls, and actively participating in call handling during peak times to ensure seamless service delivery.

Beyond daily operations, this role will play a critical part in the strategic expansion and optimization of the call center function. The Call Center Supervisor will work closely with departments across the organization to align call center processes with MNHC’s broader strategic goals, ensuring that communication between patients and our healthcare providers is streamlined and effective. By fostering a culture of continuous improvement, the Supervisor will lead efforts to standardize processes, implement best practices, and leverage technology to enhance patient experience and operational efficiency.

The ideal candidate will be a collaborative leader with a strong background in call center management, particularly in a healthcare setting. They will possess a deep understanding of the unique challenges and opportunities within a healthcare call center and will be committed to driving excellence at every level. The Call Center Supervisor will also be responsible for training and developing their team, instilling a sense of accountability, and promoting a positive and supportive working environment.

Essential Functions/Responsibilities:
Team Leadership
  • Lead, mentor, manage and supervise a team of call center representatives.
  • Monitor individual and team performance, providing feedback and coaching as necessary.
  • Conduct regular team meetings to communicate updates, training, share best practices, and address any concerns.
  • Establish performance goals for the team and conduct performance evaluations.
Operational Management
  • Monitor call center metrics, including call volume, response times, and customer satisfaction.
  • Ensure compliance with call center policies, procedures, and quality standards.
  • Manage scheduling and shift assignments to ensure adequate coverage.
  • Handle escalated calls and resolve complex customer issues.
  • Take calls during peak times or when the team is understaffed to ensure timely and efficient service.
  • Ensure that all calls are answered promptly and handled in a professional and courteous manner.
Training & Development
  • Train new call center representatives on protocols, procedures, and customer service techniques.
  • Develop and update training materials and resources as needed.
  • Continually assess and improve the skills of the call center team through ongoing training sessions.
Coordination & Communication
  • Collaborate with other departments, including clinical staff, billing, and administration, to ensure seamless patient care.
  • Serve as a liaison between patients and healthcare providers to facilitate effective communication.
  • Identify areas for improvement within call center operations and implement strategies for enhancement.
  • Participate in ongoing Patient Access/Epic workgroup discussions regarding system issues affecting call center operations.
Compliance & Quality Assurance
  • Update and/or establish call center policies & procedures to ensure that Mission Neighborhood Health Center is compliant with governmental regulations, accrediting bodies, etc.
  • Implement and maintain quality assurance processes to ensure high standards of service.
  • Conduct regular call monitoring and performance evaluations.
  • Address and resolve escalated customer issues and complaints.
Reporting & Analysis
  • Prepare and present regular reports on call center performance and metrics.
  • Analyze data to identify trends, areas for improvement, and opportunities for optimization.
  • Develop and implement action plans based on findings.
Technology & Tools
  • Oversee the use of call center technology and software systems.
  • Ensure call center representatives are proficient with tools and troubleshoot any technical issues.
  • Collaborate with IT to implement system upgrades and enhancements.
Other duties as assigned

Qualifications
We are looking for a candidate that has demonstrated success in the following areas:
  • Continuous learning and professional growth
  • Collaborative teamwork and effective communication
  • Managing multiple tasks independently
  • Working with diverse stakeholders, including patients, clinicians, and staff
  • Providing high-quality patient care
  • Familiarity with healthcare IT systems
  • Experience in a managed care setting
  • Maintaining a positive and inclusive work environment
  • Strong commitment to confidentiality and compliance with healthcare regulations
Minimum Qualifications
  • High school diploma or equivalent; Bachelor's degree preferred.
  • Minimum of 3 years of experience in a call center environment, with at least 1 year in a supervisory role.
  • Commitment to the populations served by Mission Neighborhood Health Center.
  • Proficiency with Microsoft Office (Word, Excel, Outlook).
  • Strong knowledge of medical terminology.
  • Ability to work independently, handle high volume and multiple tasks.
  • Excellent communication and interpersonal skills, with a professional attitude toward patients, providers and co-workers.
  • Strong leadership and team management skills.
Preferred Qualifications
  • Epic EMR experience preferred.
  • Experience working with community health centers.
Confidential and Sensitive Information
  • Maintain the highest degree of confidentiality and compliance with all relevant state and federal regulations (e.g., HIPAA).
Language(s)
  • Bilingual in Spanish and English required.

To learn more about our organization, please visit our website at www.mnhc.org. We offer a full range of benefits which includes the following:

  • Medical Insurance – MNHC pays 90-100% based on plan
  • Dental and Vision Insurance – free to employee
  • Life Insurance – free basic policy plus voluntary option
  • Flexible Spending Accounts for health & dependent care expenses
  • Commuter benefits for public transportation expenses
  • Vacation – 2 weeks (3 weeks after 5 yrs; 4 weeks after 8 yrs)
  • 12 Paid Holidays plus your birthday and 12 Sick Days each year
  • 40 hours Paid Educational Leave
  • 401k Retirement Savings Plan with Company Contribution

Mission Neighborhood Health Center is an Equal Employment Opportunity employer committed to fostering an inclusive environment for our diverse workforce. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment for qualified applicants with arrest and conviction records.

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