Salud Para La Gente (SALUD) provides high quality, comprehensive and cost-effective medical, dental, behavioral health, optometry and other services to underserved, low-income communities in the Monterey Bay area, including Santa Cruz and Monterey Counties. SALUD began in Watsonville in 1978 as a storefront free clinic, and became a FQHC (Federally Qualified Health Center) in 1992. With six health center sites, satellite and school-based health centers and over 400 employees, we provide high quality services to patients of all ages. We offer a competitive salary and benefits package and a collaborative culture that values excellence, achievement, innovation and compassion.

The Contact Center Supervisor is responsible for ensuring a high level customer service experience for patients and others contacting Salud Para La Gente’s Contact Center. The Contact Center Supervisor is responsible for supporting the Contact Center Manager in all operational aspects including hiring, training, and supervising the Patient Access Representative (PAR) team. The supervisor monitors the PARs’ performance and the functionality of Salud’s electronic communication systems so that calls and texts are answered in an efficient and effective manner. This position supports quality improvement efforts within the Contact Center to optimize appointment scheduling systems and workflows, reduce call and text wait times, schedule appointments, and provide accurate and timely information.

DUTIES & RESPONSIBILITIES:

• Performs all duties of Patient Access Representative.
• Consistently adheres to and/or exceeds Salud’s communication guidelines and expectations with internal and external customers including patients, other callers, and co-workers.
• Responsible for supervision and work performance of PARs.
• Collaboratively works with PARs to follow Salud’s communication guidelines in order to support positive health outcomes for patients.
• Schedules work assignments, sets priorities, and directs the work of PARs in collaboration with the Contact Center Manager.
• Regularly monitors phone and texting system to ensure all calls/texts are being routed as efficiently as possible to meet productivity goals.
• Meets with PARs to review performance standards and goals by using Contact Center data and provide guidance towards improvement.
• Ensures patient privacy and HIPAA are maintained in all Contact Center activities.
• Supports quality improvement efforts to reduce wait times, increase productivity, improve the patient and staff experience, and correctly schedule appointments.
• Supports training and instruction for new hires as well as experienced PARs.
• Develops understanding of Contact Center electronic information systems and works with Information Technology and Data Systems departments to optimize functioning of the systems; analyzes reports from electronic information systems to support improvement efforts in collaboration with Contact Center Manager.
• Responsible for monitoring appointment schedules to ensure high level of utilization and scheduling accuracy.
• Assists in creating and implementing workflows for PARs and other departments who schedule patient appointments or use call and text communications.
• Communicates with the answering service to support and coordinate coverage of calls.
• Other duties as assigned.

MINIMUM REQUIREMENTS:

• Associates degree in related field or equivalent work experience
• Bilingual, Spanish/English required
• 3-5 years’ experience in a community clinic setting
• 3-5 years’ experience in contact center setting, preferred
• 1-2 years of leadership experience, preferred
• Knowledge of patient engagement and customer service
• Extremely organized and detail-oriented
• Consideration of similar experience at discretion of department manager or designee.

PHYSICAL DEMANDS:

• Standing, walking, sitting, typing, reaching, bending, moving and/or lifting up to 50 pounds.

SALARY & BENEFITS

Salary: $63,446.34 - $77,119.42/year

Benefits include Medical, Dental, Vision, Life Insurance, Voluntary Long Term Disability, 401(k), PTO and Holiday pay.

Salud is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Salud is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact the Salud Human Resources Department, [831-728-8250, and HRDept@splg.org].