Onsite Scheduling Center Supervisor - People Leadership

Jobtome; Independence (MO); On-site; USD 39,000 - 48,000; Full time

Benefits offered by this job

Hourly pay $28.63-$35.08 DOE + higher

Bilingual pay

Employer-paid health insurance (m d v)

Profit sharing & 403(b)

Generous PTO and holidays

Job summary

Lancaster Family Health Center in Salem, Oregon, is seeking a hands-on Service Center Supervisor to lead ~19 scheduling coordinators across clinics in Oregon and Washington. You will guide day-to-day operations, coach the team, and drive performance improvements in a busy, patient-focused environment.

As part of Yakima Valley Farm Workers Clinic's regional service center, you will contribute to service quality, efficiency, and a strong patient experience.

Qualifications

• 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.

Responsibilities

• Formulates and implements policies, procedures, and processes that meet the standards and requirements of the organization and regulatory agencies
• Assists in the formulation and management of performance targets for individuals and teams
• Monitors 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
• Coaches, mentors, and trains direct report staff, and supports staff growth and development
• Provides continuous performance management and conducts employee performance evaluations
• Conducts call quality audits and provides coaching to ensure service and scheduling standards are met
• Participates in the recruitment, hiring, and onboarding of staff
• Monitors patient experience and service quality metrics and implements improvements based on performance results

Skills

Call center experience

Leadership

Customer service

Bilingual (English/Spanish) preferred

Education

High School Diploma or GED

Associate's Degree preferred

Bachelor's Degree may substitute experience

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Lancaster Family Health Center in Salem, Oregon, is seeking a hands-on Service Center Supervisor to lead ~19 scheduling coordinators across clinics in Oregon and Washington. You will guide day-to-day operations, coach the team, and drive performance improvements in a busy, patient-focused environment.

As part of Yakima Valley Farm Workers Clinic's regional service center, you will contribute to service quality, efficiency, and a strong patient experience.