Onsite Service Center Lead - Healthcare Scheduling

Jobtome; Salem (OR); On-site; USD 39,000 - 48,000; Full time

Benefits offered by this job

Health insurance

Bilingual pay

Profit sharing & 403(b) retirementplan

Generous PTO & holidays

Job summary

Lancaster Family Health Center in Salem, OR is seeking a Service Center Supervisor to lead our onsite scheduling team. You will coach a group of about 19 coordinators who handle patient calls and texts, scheduling across clinics in Oregon and Washington, while aligning with a larger regional team of 40+ staff.

You will monitor performance, drive process improvements, and step in during peak times to support the team, all while delivering excellent patient experiences.

Qualifications

• Five years of call center or supervisory experience, preferably in healthcare.
• Bilingual English/Spanish preferred; bilingual differential pay.
• Knowledge of medical billing and terminology preferred.
• Strong verbal and listening communication skills.
• Ability to work in a fast-paced, customer-oriented environment.
• Ability to analyze data to improve performance.
• High school diploma required; associate or bachelor substituted with experience.

Responsibilities

• Formulates and implements policies, procedures, and processes for the organization and regulatory standards.
• Assists in formulating and managing performance targets for individuals and teams.
• Monitors KPIs: call volume, queue times, abandonment rates, dropped calls, and satisfaction.
• Serves as liaison between call center and clinics the coordinators serve.
• Updates scheduling protocols for all clinics covered by the call center.
• Creates improvement plans to optimize procedures and staff engagement.
• Participates in Clinic Leadership meetings and reports results to the Clinic Director.
• Coaches, mentors, and trains direct report staff; conducts evaluations.
• Recruitment, hiring, and onboarding of staff.
• Monitors patient experience and service quality metrics; implements improvements.

Skills

Leadership

Coaching

Customer service

Communication

Team management

Bilingual English/Spanish

Call center operations

Education

High School Diploma or GED

Associate's Degree preferred

Bachelor's Degree may substitute experience

Tools

Microsoft Office

PowerPoint

10-key

Medical billing knowledge

Job description

Lancaster Family Health Center in Salem, OR is seeking a Service Center Supervisor to lead our onsite scheduling team. You will coach a group of about 19 coordinators who handle patient calls and texts, scheduling across clinics in Oregon and Washington, while aligning with a larger regional team of 40+ staff.

You will monitor performance, drive process improvements, and step in during peak times to support the team, all while delivering excellent patient experiences.