Call Center Supervisor

Sea Mar Community Health Centers, a Federally Qualified Health Center (FQHC) founded in 1978, is a community-based organization committed to providing quality, comprehensive health, human, housing, educational and cultural services to diverse communities, specializing in service to Latinos in Washington State. Sea Mar proudly serves all persons without regard to race, ethnicity, immigration status, gender, or sexual orientation, and regardless of ability to pay for services. Sea Mar's network of services includes more than 90 medical, dental, and behavioral health clinics and a wide variety of nutritional, social, and educational services. We are recruiting for the following position(s):

Sea Mar is a mandatory COVID-19 and flu vaccine organization

Call Center Supervisor - Posting #27193

Hourly Rate: $26.62

Position Summary:

Full-time Call Center Supervisor position available for our Call Center located in White Center. We are looking for customer service oriented candidates who are bilingual in English/Spanish. The Call Center Supervisor is responsible for directing, supervising, and coordinating all functions and operations of the call center. They will be a working supervisor and as such, will frequently be serving in a Call Center Specialist capacity. This position establishes the initial communication between Sea Mar and outside callers. This individual has the responsibility of developing rapport with the patients or agencies that call into the organization and is integral in directing that person appropriately. The Call Center Supervisor is multi-functional and makes medical and/or dental appointments, appointment confirmation calls, contacts patients on behalf of Sea Mar via telephone, screens and processes incoming calls taking messages and transferring calls when appropriate.

Essential Duties and Responsibilities:

• Supervises call center staff. (Recruitment, orientation and training, provide point of contact to call center staff, resource allocation, task definition, performance standards, performance feedback, cross training, performance evaluation, corrective action, shift scheduling, coordinate training, changes in policy that affect their department, and interface between management.)
• Oversee access, customer service, compliance with scheduling guidelines, patient confidentiality, and accuracy and appropriateness of telephone transfers and message taking. Ensures that all policies and procedures are being followed and are efficiently implemented.
• Works closely with and will be the point of contact for site managers and supervisors to obtain feedback on areas of concern or improvement and to ensure the delivery of efficient and effective customer service to clients and the public.
• Will be responsible for delegating tasks that will ensure necessary completion of daily assignments. (Site Profiles, directories, provider schedules, etc. are up to date, daily appointment confirmation calls)
• Assists in the preparation and implementation of departmental policies and procedures. 
• Will work closely with supervisor/managers/directors to keep staff informed of any changes in policies.
• Works closely with clinic management on problems and issues related to patient flow, access and operations.
• Responds to patient complaints and concerns in coordination with call center manager and clinic management when necessary.
• Assists with compiling data and preparing reports relative to various phases of call center activities.
• Assists with implementing and conducting audits relative to quality improvement activities.

Call Center Activities:

• Greets patients and the public as they call into the call center in an enjoyable, friendly, and enthusiastic manner using the following script: “Good Morning/Afternoon/Evening, Sea Mar Community Health Centers, this is (your name), how may I help you?”.
• Answers incoming telephone calls within 3 rings or less.
• Limits on hold times to 2 minutes or less before returning to the caller.
• Ensures that representatives are meeting the current daily ACD productivity standards at the Call Center.
• Manages ACD to ensure that calls are being answered in a timely fashion.
• Maintains professionalism and the willingness to help others at all times.
• Demonstrates the ability to make independent decisions quickly when necessary.
• Demonstrates sound problem solving skills and the ability to be diplomatic in the face of adversity.
• Demonstrated ability to multi-task effectively, handles calls quickly and efficiently.
• Screens and assesses incoming calls in a timely manner based on client needs including: directing patients and the public as they call into the call center to the appropriate individual, site, or department when appropriate; and taking and relaying messages to the appropriate department.
• Makes medical appointments according to established protocol.
• Demonstrates computer, software, and multi-line telephone proficiency as it pertains to call center duties.
• Demonstrates proficiency and accuracy in updating client’s addresses and telephone numbers in Allscripts PM
• Responsible that patient appointment confirmation calls performed at the call center are done 2 days in advance by reminding them of their appointment date/time, to bring their co-pay/minimum payment, insurance card if applicable and proof of income documents to their appointment.
• Knowledge and proficiency with timely access and update of all Site Profiles including but not limited to: telephone extensions, business hours, provider names, provider numbers, provider schedules, and site directions.
• Other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The person in this position must be able to work independently, organize their workload, meet productivity expectations, and maintain excellent customer service.
• This person must be able to maintain confidentiality.
• This person must have good organizational skills, be able to multi-task well and be self-motivated.
• This person will demonstrate professionalism and appropriate boundaries in all interactions.

LANGUAGE SKILLS

• Must possess the ability to read and interpret policies, procedures, schedules and other documents proficiently.
• Must have excellent verbal and written communication skills.
• Bilingual English/Spanish required.

MATHEMATICAL SKILLS

• Must be able to perform basic mathematical functions: add, subtract, multiply, divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

• Must be able to solve problems, make independent decisions appropriately and reason deductively.

Desired Requirements/Qualifications:

• High School diploma or GED required. Some college preferred.
• Must have demonstrated leadership skills and at least two years previous ambulatory front office, call center or healthcare experience in a fast paced environment.
• Previous supervisory experience preferred.
• Must have excellent customer service skills and experience working with culturally and economically diverse communities.
• Computer proficiency required (Microsoft Office & practice management software).

Additional Requirements

• Pre-hire and annual employee health screening required
• Annual influenza vaccine required. Only exception is for employees with a medical or religious exemption approved by Administration. Employees with an approved medical or religious exemption must wear a mask at all time during the flu season.

What We Offer:

Sea Mar offers talented and motivated people the opportunity to work in a dynamic and growing community health organization. Working at Sea Mar Community Health Centers is more than just a job, it’s a fulfilling career with opportunity for advancement. The fringe benefits surpass most companies. For example, Full-time employees working 30 hours or more, receive an excellent benefit package of:

• Medical
• Dental
• Vision
• Prescription coverage
• Life Insurance
• Long Term Disability
• EAP (Employee Assistance Program)
• Paid-time-off starting at 24 days per year + 10 paid Holidays.

We also offer 401(k)/Retirement options and an exciting opportunity to work in a culturally diverse environment. 

How to Apply:

To apply for this position, complete the online application and click SUBMIT or APPLY NOW. If you have any questions regarding the position, email Nicholas Ramirez, Senior VP of Operations, at [email protected].

Sea Mar is an Equal Opportunity Employer

Posted on 12/5/2024

Please visit our website to learn more about us at www.seamar.org. You may also apply thru our Career page at https://www.seamar.org/jobs-general.html