Career Opportunities with Comprehensive Community Health Centers

Careers At Comprehensive Community Health Centers
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Call Center Supervisor

Department: Glendale Medical
Location: Glendale, CA

JOB SUMMARY

Position is responsible for overseeing and coordinating the day to day operations of the Call Center. Position will also monitor all processes for meeting timeliness standards, coordinating staffing, meeting productivity, and ensuring compliance with policies and procedures. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Supervise team of up to 10 Care Coordinators.
  • Oversee, analyze and coordinate the daily activities of the department with regards to quality, timeliness, accuracy and consistency.
  • Support, implement, maintain and monitor excellent customer service philosophy.
  • Responsible for maintaining high morale and good relations throughout the office.  
  • Achieves and maintains targeted staffing, quality and service standards.
  • Work closely with manager to ensure departmental goals are being achieved; advise manager of issues that impede goals from being met.
  • Identify work-related problems, risk management and quality of care issues across the continuum and recommend solutions.
  • Effectively support and drive changes in workflows, policies and procedures and performance goals that lead to improvement within the department.
  • Ensure adherence to departmental policies and procedures and compliance with all HIPAA regulations.
  • Act as a liaison with outside entities, including, but not limited to, patients, providers, health insurances and clinic staff.
  • Serve as an escalation point within the department.
  • Enforce a cooperative, team approach to interdepartmental workflows.
  • Works collaboratively with Clinics to ensure appropriate patient scheduling.  
  • Train new staff.
  • Conduct coaching and disciplinary actions as needed.
  • Responsible for preparing and conducting annual performance evaluations.
  • Responsible for bi-weekly payroll processing. 
  • Approve and maintain all PTO requests for staff.
  • Assume Care Coordinator role as needed if staffing issues arise.
  • Perform other duties and assignments as directed by manager.

 

EDUCATION AND EXPERIENCE 

  • High School Diploma or GED.
  • Minimum of 3-5 years of direct supervisory experience required.
  • Minimum of 3-5 years of experience in a health care setting required.
  • Minimum of 3-5 years in a Call Center setting preferred.
  • Bilingual in Spanish or Armenian, preferred.   


KNOWLEDGE, SKILLS AND ABILITIES

  • Ability to find solutions when barriers are identified. 
  • Strong documentation skills.
  • Ability to multi-task and prioritize when needed.
  • Ability to independently seek out resources and work collaboratively.
  • Ability to read, understand and follow oral and written instructions.
  • Experience and work ethics that supports working within a high functioning, team-oriented environment.
  • Demonstrates a willingness and ability to work under supervision.
  • Ability to develop and maintain good working relationships with staff.
  • Ability to use computer and learn new software programs.
  • Excellent interpersonal skills reflecting clarity and diplomacy and the ability to communicate accurately and effectively with all levels of staff and management.
  • Demonstrates ability to work in a regulatory climate that includes oversight of state and federal entities, payer contracts, etc.
  • Possesses ability to communicate effectively, both verbally and in writing.
  • Possesses genuine respect and well-being for others and acceptance of their individual social and cultural traits.
  • Proficient knowledge of Microsoft Outlook.
  • Able to travel and attend professional meetings, conferences, trainings and clinic sites.
  • Demonstrate flexibility, enthusiasm, and willingness to cooperate while working with others in multi-disciplinary teams.
  • Performs other related duties as assigned. 

 

 PHYSICAL DEMANDS

Position requires prolonged sitting at a computer, some bending, lifting, stooping and stretching. Good eye-hand coordination and manual dexterity sufficient to operate a computer keyboard, photocopy machine, telephone, and other office equipment is also required. Employee must have normal range of hearing and eyesight to record, prepare and communicate appropriate reports.

 

NOTE: The essential job functions for this position include, but may not be limited to those listed in this job description.  Employees hired for this position must be able to perform the essential functions of this job without imposing significant risk of substantial harm to the health or safety of themselves or others.

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