Call Center Supervisor

SCCH2026AllRightsReservedCALLCENTERSUPERVISORJOBANNOUNCEMENTSantaCruzCommunityHealth(SCCH)isamulti-site,FederallyQualifiedHealthCenter(FQHC)servingSantaCruzCountyresidents.SCCHbeganasawomenshealthcollectivein1974withthemissiontoimprovethehealthofourpatientsandthecommunityandadvocatethefeministgoalsofsocial,political,andeconomicequality.Now,50yearslater,weservethatsamemissionatourthreeclinicsites:theSantaCruzWomensHealthCenterindowntownSantaCruzservingwomenandchildren;theLiveOakHealthCenterservingeveryone;andtheSantaCruzMountainHealthCenterprovidingappropriateandexpandedaccesstocareforourpatientsintheSanLorenzoValley.Drivenbyourcommitmenttohealthcareasahumanright,SCCHisaleadingnon-profitproviderofferingcomprehensivehealthservicestoourpatients,regardlessoftheirabilitytopay.Wehavebeenrecognizedinthecommunityasaleaderindeliveringhigh-quality,innovativecare,andweareactiveinlocal,state,andnationaladvocacyworkthatempowersourpatientsandcommunitytobehealthy,happy,andsuccessful.SCCHhasadiversepatientpopulationandanengagingandfriendlyworkenvironment.Ourcaringandcommittedstaffworkasateamtofulfillourmissionsothatallourpatientshaveaccesstoquality,whole-personhealthcare.POSITIONSUMMARY:TheCallCenterSupervisorprovidesleadershipandoperationaloversightofpatientaccessserviceswithinSantaCruzCommunityHealth.Thisroleensuresefficientdailyoperationswhilepromotingtimely,equitable,andpatient-centeredaccesstocareinalignmentwithFQHC,HRSA,andPatient-CenteredMedicalHome(PCMH)standards.TheSupervisorleadsstaffperformance,workflowcoordination,andservicequalitywhilealsoservingasasubjectmatterexpertandescalationpoint.Thisrolesupportsahigh-functioningteamenvironment,reducesbarrierstocare,andensuresculturallyandlinguisticallyappropriateservicesfordiversepatientpopulations.Workingcollaborativelywithleadershipandcross-functionalteams,theCallCenterSupervisormonitorsperformance,identifiesopportunitiesforimprovement,andhelpsimplementstrategiestoenhancepatientaccess,carecoordination,andoverallservicedelivery.Classification:Full-time,Hourly,Non-exemptLocation:AdministrativeOfficeReportsto:SiteOperationsDirectorHours:Monday-Friday;40hrs/weekPayRange:$28.09-$33.95perhour,DOE.Plus$0.50/hourbilingualdifferentialSpanish/English.SCCH2026AllRightsReservedQualifications:MinimumQualifications:•Previouscallcenterexperience,preferablyinahealthcaresetting.•Previoussupervisory,mentorshipandteamleadershipexperience,includingstaffsupport,coaching,andperformancemanagement.•Desiretoservethecommunityclinicpopulationwithexcellenthealthcare.•HighSchoolDiplomaorGED.•Previoushealthcareexperience,includingknowledgeofHIPAAregulations.•Knowledgeofhealthcareterminology,procedures,andpractice.•FluentbilingualSpanish/English.•AbilitytoworkwithpracticemanagementandEHRsystems.•AbilitytoworksomeeveningsandsomeSaturdays.•Excellentpatient/customerservice,communicationandfollow-throughskills.PreferredQualification:•Bachelor'sdegreeinhealthorrelatedfield.•Knowledgeofhealthinsuranceplans.COREJOBRESPONSIBILITES:ESSENTIALFUNCTIONSINCLUDEBUTARENOTLIMITEDTO:Leadership&DepartmentOperations:•ProvideleadershiptotheCallCenterteam,fosteringacollaborative,accountable,andpatient-centeredenvironment.•Overseedailyoperations,ensuringefficientcallhandling,schedulingworkflows,andpatientaccesssupport.•Developandmanagestaffschedules,includingPTOcoordinationandintra-dayadjustmentstomaintaincoverage.•Ensurestaffhavethetools,resources,andtrainingneededtoperformeffectively.•Review,implement,andreinforcedepartmentalpoliciesandprocedures.•Participateinhiring,onboarding,andtrainingofnewstaff.•CollaboratecloselywithSiteOperationsDirectors(SOD),ClinicManagers(CMs),andcareteamstosupportpatientflowandaccess.PerformanceManagement&StaffDevelopment•Supportperformancemanagementprocesses,includingannualevaluations,competencyassessments,andcoaching.•Provideongoingfeedbackandcoachingtostafftosupportperformanceimprovementandprofessionalgrowth.•PartnerwithCallCenterleadershiptoaddressperformanceconcernsandcontributetoimprovementplansasneeded.•Promoteateamculturethatvaluescommunication,accountability,andcontinuouslearning.•Ensurecoverageofresponsibilitiesduringstaffabsences.PatientAccess&WorkflowCoordinationSCCH2026AllRightsReserved•Overseeschedulingprocesses,includingnewpatientintake,follow-ups,andsame-dayaccess.•Monitorcallqueues,voicemails,patientportalmessages,andafter-hourscommunicationstoensuretimelyresponse.•Identifyandaddressbarrierstocare,includingappointmentaccess,languageservices,andcarenavigation.•Monitorproviderschedulesforaccuracyandefficiency,identifyingopportunitiesforimprovement.•Actasaliaisonbetweenpatientsandcareteamstosupportcoordinationandcontinuityofcare.•Supportstandardizationandoptimizationofworkflowsacrosssites.QualityAssurance&PerformanceMonitoring•Monitor,analyze,andreportoncallcentermetricsandservicelevels.•Conductregularcallqualityauditsanddocumentationreviewstoensureadherencetoprotocolsandstandards.•Supportqualityimprovement(QI/QA)initiativesrelatedtopatientaccess,satisfaction,andoperationalperformance.•Identifytrendsimpactingaccess,no-showrates,andpatientexperience,andimplementcorrectiveactions.Compliance&PatientExperience•EnsurecompliancewithHIPAA,patientconfidentiality,andorganizationalpolicies.•Promoteculturallyandlinguisticallyappropriateservicesandequitableaccesstocare.•Respondtoandsupportresolutionofpatientconcernsandcomplaints.•Supportdatacollectionandreportingrequirements,includingUDS-relatedmeasures.OperationalSupport&SubjectMatterExpertise•Performhigh-levelcallcenterfunctionsasneeded,includingscheduling,insuranceverification,andmessagemanagement.•UtilizeEHRandinsuranceportalsefficientlytosupportpatientaccessandoperationalaccuracy.•Serveasaresourceforstaffonworkflows,systems,andpatientservicestandards.•Gatherandcommunicateinformationeffectivelyacrossdepartments.ProcessImprovement&OrganizationalSupport•Identifyworkflowinefficienciesandrecommendprocessimprovements.•Participateinthedesignandimplementationofnewworkflowsandsystems.•Assistwithmeetingpreparation,includingcontributingtopicsandfeedbackfromtheCallCenterteam.•Attendmeetings,training,andcommitteesassigned.•Encourageteamengagement,opencommunication,andapositiveworkenvironment.CoreCompetencies•Strongcommunicationandinterpersonalskills.•Abilitytomanagecompetingprioritiesinafast-pacedenvironment.•Commitmenttopatient-centeredcareandserviceexcellence.•Opennesstofeedbackandcontinuousimprovement.SCCH2026AllRightsReserved•Abilitytocollaborateeffectivelyacrossteamsanddepartments.GENERALJOBPERFORMANCESTANDARDS:KNOWLEDGEOFWORK-Possesandutilizesknowledgeofthejobwhichisessentialtoperformthespecif-icfunctionsandrelatedwork.QUANTITYOFWORK-Accomplishesanappropriatevolumeofsatisfactoryworkundernormalconditions.Abilitytoproduceresults.QUALITYOFWORK-Consistentlydemonstratesaccuracy,thoroughness,neatnessanddependabilitytoproduceworkwithinacceptablestandards.TIMELINESS-Completesassignmentsonoraheadofschedule.ABILITYTOLEARNNEWDUTIES-Interprets,learnsandrespondstoinstructionsfornewsituations,proceduresormethods.JUDGEMENTANDCOMMONSENSE-Decisions/actionsaresound,includingsafetyawareness.COOPERATION-Willingtoworkwithotherstowardcommongoals.COMMUNICATIONS-Demonstratesrelevanceandclarityofwrittenandoralexpression.Effectivenessinexchangingideasandinformation.INITIATIVE-Abilitytooriginate,developorcreatenewideasortakestepstogetthingsdone.PROBLEMSOLVING-Identifiesandevaluatesalternatesolutionsandselectionofthemostappropriatecourseofaction.ATTENDANCEANDPUNCTUALITY-Showsdailyabilitytobeatworkatscheduledtime,includingbeingpreparedtoworkontimeafterbreaks,mealperiods,andotherauthorizedabsencesfromwork.BENEFITSTHATSUPPORTYOU:Weofferacompetitiveandcomprehensivebenefitspackagetosupportemployeewell-beingandwork-lifebalance.Benefitsareavailabletoemployeesworking20ormorehoursperweek,andinclude:•Employer-subsidizedmedical,dental,vision,andlifeinsurance.•Optionalcoverage:petinsuranceandothersupplementalplans.•Coveragebeginsthefirstofthemonthafter30daysofemployment.•Paidtimeoffandholidaysstartingondayone.•401(k)planwith2%automaticenrollmentand2%employermatch.•Wellnessreimbursementandtelecommutingstipend(asapplicable).•Licenseandcertificationfeereimbursement(asapplicable).InternalStaff:Internalstaffwhotransitionintothispositionwillretaintheircurrentbenefits,tenure,PTOaccruals,andretirementmatchingasapplicable,withnolapseincoverage.SantaCruzCommunityHealthisanEqualOpportunityEmployer(W/M/V/D).SCCH2026AllRightsReserved