Scheduling/Call Center Supervisor

Community Health Center of Lubbock, Inc.; Idalou (TX); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

403(b) Retirement Plan

Paid Time Off

Job summary

Community Health Center of Lubbock, Inc. is seeking a Scheduling/Call Center Supervisor to oversee patient access and scheduling operations.

You will orient, train, and supervise call center staff, implement policies, and monitor performance to ensure high-quality service at CHCL. The role requires 3–5 years in medical information work with at least one year in supervision, plus strong communication and organizational skills.

Qualifications

• High School diploma or GED.
• 3-5 years experience in medical information work with at least 1 year in a supervisory position.
• Bilingual English/Spanish preferred; strong customer service and communication skills.

Responsibilities

• Orient, train, evaluate, and monitor call center staff.
• Interview, hire, and discipline call center personnel.
• Maintain policies and procedures for the call center.
• Set and achieve goals aligned with CHCL objectives.
• Participate in performance improvement activities and quality audits.
• Manage provider and appointment schedules to meet organizational goals.
• Handle patient inquiries and complaints with professionalism.
• Cover reception and route messages as needed.

Skills

Bilingual English/Spanish

Excellent phone etiquette

Excellent communication skills

Active listening

Multitasking

Reading comprehension

Typing speed

Customer service orientation

Team collaboration

Cultural competency

Organizational skills

Education

High School diploma or GED

Tools

Cisco Phone System

Job description

The Scheduling/Call Center Supervisor is responsible for providing specialized clerical assistance in assisting with patient access and scheduling. Duties include, but are not limited to:Orient, train, evaluate, and monitor on-the-job performance of call center personnel.Interview, hire, and discipline call center personnel.Implement and maintain policies and procedures for the call center department.Establish and achieve goals and objectives for the call center department, consistent with CHCL's organizational goals.Participates in the health center’s performance improvement activities and performs duties in accordance with applicable standards.Perform various quality improvement procedures and audit measures.Log, retrieve, and ensure proper maintenance of provider schedules.Coordinate and manage medical and dental appointment schedules to ensure organizational goals are met.Respond pleasantly and helpfully to phone inquiries, requests, and questions from clients and staff.Cover the reception switchboard, record and distribute messages as needed.Generates department-related reports as requested.Handle patient complaints.Education: High School graduation on GED equivalent.Experience: Three to five years experience in medical information work with at least one year in a supervisory position.Language: Preferred Bilingual English/SpanishTravel: N/AHours of Work: 8am-5pm M-F with some weekend/evening work.KNOWLEDGE/SKILLSKnowledgeKnows Cisco Phone System or similar phone systemWorking knowledge of computers and general office equipmentBasic knowledge of HIPAAKnowledge of medical/dental terminologySkillsBasic computer and typing skillsAble to take clear and concise messagesExcellent spelling and grammar skillsCommunicates effectively with othersWell organized and able to function with minimal supervisionExcellent phone etiquetteDemonstrate excellent customer service skills and cultural competencyActive listeningSpeech Recognition: The ability to identify and understand the speech of another personAble to multi-taskGood reading comprehension.Critical Thinking – using logic and reasoning to solve problems/issues.Able to use mathematics to solve problems.Aggressive attention to detail.Ability to read medical, legal, and insurance documentsAbility to establish and maintain appropriate filing system for the retrieval of needed information.Ability to relate effectively to providers, patients, and representatives of third-party payers and the ability to work as a “team” member to the staff.BENEFITSOur full-time staff enjoy a competitive compensation package, which includes the following benefits:Health InsuranceDental InsuranceVision InsuranceHealth Savings AccountCompany Paid Life Insurance403(b) Retirement Plan162 Bonus PlanCompany Paid Short and Long-Term Disability InsuranceCompany Paid Accidental Death and Dismemberment (AD&D) InsurancePaid Time Off BankHoliday PayExtended Medical LeaveBereavement LeaveEmployee Assistance Program and Emotional Health Support LineWorkers’ Compensation InsuranceProfessional Liability InsuranceLegal InsuranceGym Membership DiscountIncentive PayCHCL's mission is to provide quality primary and preventative health care services to those in need. If you are aligned with CHCL's mission and love working in a fast-paced clinic setting, please apply today.CHCL is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.