Call Center Supervisor (Administrative)

Base pay: $22.40 - $33.70
JOB SUMMARY
The Call Center Supervisor oversees the day-to-day operations of the Call Center Department, supervises the Call Center's staff and is responsible for an outstanding experience for patients, partners, and staff at Shasta Community Health Center (SCHC). The Call Center Supervisor is to provide education, direction and support to the Call Center Representatives while monitoring the call volumes and coaching on call quality. The Call Center Supervisor assists the Patient Services Manager in implementing and communicating procedures and systems to the call center staff consistent with the procedures and systems of SCHC. The Call Center Supervisor participates in the planning, shaping and administration of the department, while keeping the mission, vision, and values of the organization in mind at all times. The Call Center Supervisor works closely with the Patient Services Manager and Deputy Chief Operations Officer to address any issues in a timely manner. In addition, the Call Center Supervisor exercises a high degree of independent judgement under minimal supervision.

JOB DUTIES AND RESPONSIBILITIES
Department Management, Supervision and Training
Coordinates, delegates, and oversees activities associated with the day-to-day department operations including:
· Responsible for direct supervision of Call Center staff and oversight of contracted staff.
· Serves as a resource specialist in practice management and HER systems.
· Ensure all shifts are always covered with appropriate staffing levels.
· Tasks Call Center staff with appropriate duties (i.e., Prescription Refills, Portal Tasks, other Patient communications).
· Serves as Safety Lead for department by keeping up to date on safety policy and protocol for the Call Center's department and location.
· Ensures smooth operation of the department during all hours of business.
· Facilitates orientation and ongoing training and support of department staff.
· Assists in the recruitment of Call Center staff and contracted employees.
· Performs other duties as assigned.

PHONES
· Monitors call volumes with internal monitoring software.
· Answers telephones, handling calls as needed and taking messages when appropriate.
· Takes over calls when a Supervisor is needed/requested by the caller or Call Center Representative. Documents outcome of call.
· Ensure timecard completion and accuracy.
· Assist Patient Service Manager in preparing information for annual employee evaluations for clinic staff.
· Collects and reports weekly and monthly data for call center representatives and call center department.
· Serves as the contact for other department leads and Center Managers.
· Oversight of breaks and lunch schedules including making sure breaks are taken and lunch taken within appropriate timing.
· Maintains a high level of expertise in Call Center policies, systems and processes.
· Analyze and report monthly referral wait times for Telemedicine clinic appointments in each specialty to support capacity planning recommendations.
· Review invoices by comparing database with clinic schedules and billing reports to ensure invoices have been accurately processed for all clinics.
· Assist in providing feedback and recommendations regarding any operational issues and/or administrative matters to the Center Manager, to facilitate further program development or to improve workflows.
· Assist staff, patients and clinicians and relay the information to the proper clinician or specialist, if applicable. Provide follow-through to ensure that all issues/questions are resolved.
· Complete monthly reporting and tracking for current grants.
· Coordinate new grants, provide statistical data to support need of grant opportunity, and ensure objectives of grants are met.
Equipment/Technology:
· Coordinate with the contracted technical support team and the SCHC ITS team to ensure problems and system development needs are addressed immediately.
· Assist in user training of new application or system enhancements.

KNOWLEDGE, SKILLS, AND ABILITIES
· Excellent verbal and written communication skills and demonstrated ability to understand and to convey information clearly.
· Demonstrated analytic ability to identify process or performance issues and develop recommendations using multiple information sources.
· Excellent computer skills and an ability to learn and understand the general technical requirements for the Call Center systems. Ability to provide basic technical support and to
triage more difficult problems to appropriate staff.
· Skill in prioritizing workload, meeting deadlines, and carrying out project assignments efficiently, documenting activities accurately and succinctly.
· Skill using personal initiative to follow through on projects.
· Ability to provide basic technical support for partner sites and to triage more difficult problems to appropriate staff.
· Ability to represent SCHC positively to external organizations and participants.
· Organizational skills to prioritize workload and meet deadlines, develop and carry-out project assignments in an efficient and timely manner and to provide accurate and succinct documentation of activities.
· Skill to exercise tact, courtesy and diplomacy when dealing with individuals at any level within or outside the organization.
· Ability to maintain confidentiality, exercise discretion, use independent mature judgement, work without close supervision, and commit to excellence.
· Ability to develop new operational processes and to teach these procedures to team members, to site coordinators, and to clinicians.

EDUCATION & EXPERIENCE
• AA Degree or two years of college
• Previous experience in healthcare or related field
• Previous experience in people supervision

PREFERRED QUALIFICATIONS
• Bachelor's degree in related field
• Previous experience working in an outpatient clinic
• Previous experience working in a telemedicine setting.
• Previous experience working in an EHR system
BENEFITS
SCHC understands the importance of good health for every employee. We offer a comprehensive benefits package to ensure employees and their families receive the optimal in health care coverage, along with options to meet their needs.

Competitive wages
Medical insurance
Dental insurance
Vision insurance
403(b) retirement plan with matching employer contribution
Long-term disability coverage
Life insurance
Accidental death and dismemberment insurance
Supplemental Insurances
Flexible spending account
Paid vacation
Paid sick
Paid holidays
Paid CME time and CME allowance
Employee assistance program
Jury duty pay
Bereavement pay
Prescription discount program
529 college savings plan
Educational reimbursement program
Gym membership discounts
Free subscription based app for meditation and sleep
Free telemedicine service for benefit eligible employees