Service Center Supervisor

Join our team as a Service Center Supervisor at Lancaster Family Health Center in Salem, OR. Are you the kind of leader who sees a result and immediately wants to understand the process behind it? We’re looking for a hands-on, people-focused supervisor to lead our onsite service center team in Salem, Oregon. You’ll directly lead approximately 19 scheduling coordinators who answer patient phone calls and text messages and schedule appointments across many of our medical clinics in Oregon and Washington. As part of a larger regional service center team of more than 40 scheduling coordinators, your team plays a critical role in helping patients connect with timely, high-quality care. This is a full-time, onsite leadership position for someone who enjoys being close to the day-to-day operation. You’ll spend most of your time leading, coaching and developing your team, monitoring performance, and looking for ways to improve how work gets done. When call or text volumes spike, though, you’ll also be willing to step in and support the team when needed. We’re looking for someone who wants to build a strong, stable team, improve the quality and accuracy of our work, and consistently deliver a great experience for our patients. Apply today and help us build healthier communities, one interaction at a time.

Yakima Valley Farm Workers Clinic serves more than 200,000 patients annually across 28 medical clinics, 15 dental clinics, 12 pharmacies, and 41 program sites in Washington State and Oregon. We are Level 3 Certified as a Patient-Centered Medical Home (PCMH). With integrated services including medical, dental, pharmacy, orthodontia, primary care nutritional counseling, autism screening, and primary care behavioral health, YVFWC’s patient-centered model of care offers patients the full spectrum of care and shelter assistance, energy assistance, weatherization, HIV and AIDS counseling and testing, home visits, and four mobile medical/dental clinics. Visit us at to learn more.

We’re looking for someone who:

• Is curious about how processes drive results and enjoys digging into workflows, performance data, and day-to-day operations to understand what is working, what isn’t, and why.
• Wants to be a respected leader, not simply a well-liked coworker, and understands how to balance strong relationships with clear expectations and accountability.
• Takes ownership of team performance, including coaching, employee development, recognition, performance management, and difficult conversations when expectations aren’t being met.
• Enjoys developing people and helping employees grow their confidence, skills, and ability to deliver excellent service.
• Uses data to drive action, looking beyond the numbers to understand the people, processes, and behaviors influencing performance.
• Looks for practical ways to improve workflows, tests new approaches, learns from the results, and shares successful improvements with others.
• Champions the patient experience, recognizing that speed matters, but so do accuracy, quality, compassion, and getting patients to the right care.
• Is comfortable being a hands-on leader who primarily leads from behind the scenes but is willing to step in alongside the team when volumes or backlogs require it.
• Communicates clearly and directly, builds trust through consistency and follow-through, and is comfortable addressing issues rather than allowing them to linger.
• Brings relevant experience from healthcare, a call/contact center, patient access, or another high-volume service environment and is eager to continue learning.
• Values and enjoys working with people from diverse backgrounds and contributes to an inclusive, supportive workplace.

What We Offer

• $28.63-$35.08/hour DOE with the ability to go higher for highly experienced candidates
• Additional pay for bilingual skills, paid on hours worked
• 100% employer-paid health insurance including medical, dental, vision, Rx, 24/7 telemedicine
• Profit sharing & 403(b) retirement plan available
• Generous PTO, eight paid holidays, and much more!

What You’ll Do:

• Formulates and implements policies, procedures, and processes that meet the standards and requirements of the organization and regulatory agencies
• Assists in the formulation and management of performance targets for individuals and teams
• Monitors and analyzes key performance metrics, including call volume, queue times, abandonment rates, dropped calls, and customer satisfaction.
• Serves as a liaison between call center and all clinics scheduling coordinators are serving.
• Updates and maintains scheduling protocols for all clinics the call center is serving
• Creates improvement plans to optimize procedures and staff engagement.
• Participates in Clinic Leadership meetings and reports results and performance to the Clinic Director
• Management Duties:
  • Coaches, mentors, and trains direct report staff, and supports staff growth and development
  • Provides continuous performance management and conducts employee performance evaluations
  • Conducts call quality audits and provides coaching to ensure service and scheduling standards are met
  • Participates in the recruitment, hiring, and onboarding of staff
  • Monitors patient experience and service quality metrics and implements improvements based on performance results

Qualifications:

• High School Diploma or General Education Diploma (GED). An associate’s Degree is preferred
• Five years of call center, service center, contact center experience or five years of direct customer service experience in a supervisory or lead role Associate’s Degree may substitute 2 years’ experience. Bachelor’s Degree may substitute 4 years’ experience.
• Call center experience, preferably in healthcare is preferred
• Bilingual (English/Spanish) preferred. Must demonstrate the ability to communicate at level 9 on the language proficiency scale to receive bilingual differential pay.

Knowledge/Skills Abilities:

Knowledge of medical billing and insurance is 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 Statement

“Together we transform our communities through compassionate, individualized care, eliminating barriers to health and well-being.”

Our mission celebrates inclusivity. We are committed to equal-opportunity employment.