Service Center Supervisor: Patient Access & Scheduling

Yakima Valley Farm Workers Clinic, Inc.; Monmouth (OR); On-site; USD 39,000 - 48,000; Full time

Benefits offered by this job

Health insurance (employer-paid)

Profit sharing

403(b) retirement plan

Generous PTO

Paid holidays

Job summary

Lancaster Family Health Center in Salem, OR is seeking a Service Center Supervisor to lead our regional call center operations. You will mentor more than 40 scheduling coordinators and ensure timely, high-quality patient access across our sites in eastern Washington and western Oregon.

This role emphasizes process improvement, coaching, and data-driven decisions to enhance patient experience and call center performance.

Qualifications

• High School Diploma or GED required; associate degree preferred.
• Five years in call center supervision or equivalent experience.
• Bilingual English/Spanish preferred; must communicate at level 9 for bilingual differential pay.
• Healthcare call center experience preferred.

Responsibilities

• Formulates and implements policies, procedures, and processes meeting org and regulatory standards.
• Assists in formulating and managing performance targets for individuals and teams.
• Monitors call metrics: volume, queue times, abandonment, dropped calls, and satisfaction.
• Liaises between call center and clinics; coordinates scheduling coordinators.
• Updates scheduling protocols for all clinics served 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; supports growth and development.
• Performs performance evaluations and conducts call quality audits.
• Participates in recruitment and onboarding of staff.
• Monitors patient experience and implements data-driven improvements.

Skills

Leadership

Process improvement

Coaching

Data-to-insights

Bilingual (English/Spanish)

Education

High School Diploma or GED

Associate's Degree preferred

Bachelor's Degree may substitute experience

Tools

Microsoft Outlook

Word

Excel

PowerPoint

Job description

Lancaster Family Health Center in Salem, OR is seeking a Service Center Supervisor to lead our regional call center operations. You will mentor more than 40 scheduling coordinators and ensure timely, high-quality patient access across our sites in eastern Washington and western Oregon.

This role emphasizes process improvement, coaching, and data-driven decisions to enhance patient experience and call center performance.