Service Center Supervisor: Lead 19 Scheduling Coordinators

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

Benefits offered by this job

Health insurance

403(b) retirement plan

Paid time off

Holidays

Bilingual pay

Job summary

Lancaster Family Health Center in Salem, OR is seeking a hands-on Service Center Supervisor to lead ~19 scheduling coordinators and a larger regional team. You will coach, develop, and monitor performance while ensuring timely patient access and high quality care across clinics in Oregon and Washington.

The role is full-time and on site, with responsibilities spanning policy implementation, performance management, and process optimization to deliver an exceptional patient experience.

Qualifications

• High School Diploma or GED; an associate degree preferred
• Five years of call center, service center, contact center experience or five years of direct customer service in a supervisory role
• Associate's or Bachelor's degree may substitute experience

Responsibilities

• Formulates and implements policies, procedures, and processes meeting organizational standards
• Manages performance targets for individuals and teams
• Monitors call volumes, queue times, abandon rates, dropped calls, and customer satisfaction metrics
• Acts as liaison between call center and clinics; scheduling coordinators served
• Updates scheduling protocols for clinics; ensures adherence
• Creates improvement plans to optimize procedures and staff engagement
• Participates in Clinic Leadership meetings and reports results to Clinic Director
• Coaches and trains staff; conducts performance evaluations
• Participates in recruitment, hiring, and onboarding of staff
• Monitors patient experience and service quality; implements improvements

Skills

Leadership

Coaching

Communication

Bilingual English/Spanish

Education

High School Diploma

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Lancaster Family Health Center in Salem, OR is seeking a hands-on Service Center Supervisor to lead ~19 scheduling coordinators and a larger regional team. You will coach, develop, and monitor performance while ensuring timely patient access and high quality care across clinics in Oregon and Washington.

The role is full-time and on site, with responsibilities spanning policy implementation, performance management, and process optimization to deliver an exceptional patient experience.