Service Center Supervisor
Company: Yakima Valley Farm Workers Clinic
Location: Cowiche
Posted on: May 6, 2024
Job Description:
Join our team as a Service Center Supervisor in Yakima, WA, and
be part of a healthcare organization that believes in making a
difference beyond medical care. At Yakima Valley Farm Workers
Clinic, we value inclusivity, and we are more than just a job - we
are a community committed to the well-being of our members.
We've transformed into a leading community health center. With 40+
clinics across Washington and Oregon, we offer a wide range of
services such as medical, dental, pharmacy, orthodontia,
nutritional counseling, autism screening, and behavioral health.
Our holistic model also extends assistance to shelter, energy,
weatherization, HIV and AIDS counseling, home visits, and mobile
medical/dental clinics.
Explore our short clips, " WE are Yakima - WE are Family " and "
YVFWC - And then we grew , " for a glimpse into our dedication to
our communities, health, and families.
What We Offer
- $23-$29/hour DOE with the ability to go higher for highly
experienced candidates
- 100% employer-paid health insurance including medical, dental,
vision, Rx, 24/7 telemedicine
- Profit sharing & 403(b) retirement plan available
- Generous PTO, 8 paid holidays, and much more!
Essential Functions/Responsibilities/Duties
- Formulates and implements policies, procedures, and processes
that meet the standards and requirements of the organization and
various regulatory agencies.
- Monitors the patient record filing system and ensures accurate
and complete data is collected for all patients. Provides feedback
and instruction to staff to ensure accuracy of patient files.
- Answers questions from staff and provides guidance and
feedback.
- Assists in the formulation and management of performance
targets for individuals and teams.
- Measures performance with key metrics such as number of calls
per Call Center Agent, queue time, call abandonment %, dropped
calls, and customer service satisfaction levels.
- Communicates and serves as a liaison between call center and
all clinics scheduling coordinators are serving. Builds
relationships with clinic supervisors from all clinics call center
is serving.
- Updates and maintains scheduling protocols for all clinics the
call center is serving.
- Creates improvement plans to optimize procedures and staff
engagement. Ensures adherence to established policies and
procedures.
- Keeps management informed of issues and problems. Identifies
any patterns and creates solutions to mitigate or eliminate
them.
- Participates in Clinic Leadership meetings and reports results
and performance to the Clinic Director.
- Performs other duties as assigned.
- Management Duties:
- Coaches, mentors, and trains direct report staff. Provides
continuous performance management and conducts employee performance
evaluations. Addresses performance and/or behavior issues,
clarifying expectations and providing feedback.
- Completes call audits on scheduling coordinators to ensure
expectations of scheduling coordinators are being met during the
phone interaction with the patient.
- Supports staff growth and development. Assesses the educational
and experience needs of all levels of staff in collaboration with
the individual. Encourages staff to seek educational opportunities
incorporating job related training in addition to mandatory
training.
- Participates in the recruitment and selection of staff.
Provides orientation to outline job requirements and expectations,
policies and procedures, and proper use of tools and
equipment.
- Manages AIDET patient communication surveys, compiles and
communicates results, and makes any process or procedure changes
necessary to improve results. Also manages TSF on a daily
basis.
Qualifications
- Education:High School Diploma or General Education Diploma
(GED). Associate s Degree preferred.
- Experience: One year of call center experience in a supervisory
or lead role.Minimum of 2 years of call center experience
preferred.
- Knowledge/Skills/Abilities:Bilingual (English/Spanish)
preferred. Must demonstrate the ability to communicate at level 9
on the language proficiency scale to receive bilingual differential
pay. Knowledge of medical billing insurance preferred Knowledge of
medical terminology preferred. Effective verbal and listening
communication skills. Strong customer relations skills including
the ability to manage stressful situations. Basic conflict
resolution and de-escalation skills Ability to work well in a
customer-oriented team environment. Ability to work effectively in
a fast-paced environment. Ability to prioritize work and handle a
variety of tasks simultaneously, with frequent interruptions.
Ability to perform administrative tasks such as answering phones,
filing, faxing, scanning and copying. Able to analyze and apply
data to improve performance. Strong attention to detail and
accuracy. Basic proficiency with 10-key. Basic proficiency with a
variety of computer programs including Microsoft Outlook, Word,
Excel, and PowerPoint.
Our mission celebrates diversity. We are committed to equal
opportunity employment.
Contact us at...@yvfwc.orgto learn more about this opportunity!
Associated topics: business coach, captain, executive team leader,
fire marshal, manager in training, project manager, senior manager,
shift lead, shift supervisor, supervisor
Keywords: Yakima Valley Farm Workers Clinic, Kennewick , Service Center Supervisor, Other , Cowiche, Washington
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