Service Center Lead - Scheduling & Coaching

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

Benefits offered by this job

Health insurance

Bilingual pay

403(b) retirement plan

PTO and paid holidays

Telemedicine access

Job summary

Yakima Valley Farm Workers Clinic seeks a Service Center Supervisor to lead about 19 scheduling coordinators in Salem, OR, with responsibility for performance, coaching and process improvements across clinics in Oregon and Washington.

The role emphasizes hands-on supervision, day-to-day operation, and close collaboration with the Clinic Director to deliver timely, high-quality patient scheduling and service experiences.

Qualifications

• Five years of call center, service center, or contact center experience or five years of direct customer service experience in a supervisory or lead role.
• Bilingual (English/Spanish) preferred; bilingual differential pay available.

Responsibilities

• Formulates and implements policies, procedures, and processes that meet organizational standards and regulatory requirements.
• Assists in formulating and managing performance targets for individuals and teams.
• Monitors call volumes, queue times, abandonment rates, dropped calls, and customer satisfaction.
• Acts as liaison between call center and clinics; updates and maintains scheduling protocols.
• Creates improvement plans to optimize procedures and staff engagement.
• Participates in Clinic Leadership meetings and reports results to the Clinic Director.

Skills

Call center experience

Leadership

Customer service

Bilingual (English/Spanish)

Education

High School Diploma or GED

Associate's Degree preferred

Bachelor's Degree may substitute experience

Job description

Yakima Valley Farm Workers Clinic seeks a Service Center Supervisor to lead about 19 scheduling coordinators in Salem, OR, with responsibility for performance, coaching and process improvements across clinics in Oregon and Washington.

The role emphasizes hands-on supervision, day-to-day operation, and close collaboration with the Clinic Director to deliver timely, high-quality patient scheduling and service experiences.