Associate Manager - Customer Care

Virginia Garcia Memorial Health Center • Hillsboro, OR

3d • Onsite

About The Position

At Virginia Garcia Memorial Health Center, our purpose is to provide high quality, comprehensive primary health care to the communities of Washington and Yamhill counties with a special emphasis on migrant and seasonal farm workers and a view to removing barriers to health care. We strive to provide an environment that welcomes and values the people we employ and serve. The Associate Manager – Customer Care provides operational leadership across Patient Access and Medical Records functions. This role ensures consistent application of customer service standards, supports supervisors, and translates organizational expectations into daily operational practice.

Requirements

• Desire to work with underserved/disenfranchised communities.
• Cultural competency.
• High level of skill in interpersonal relations and problem solving.
• Demonstrated ability to work effectively in a team environment.
• Excellent Customer Service skills.
• High degree of confidentiality, integrity and professionalism.
• Knowledge of medical terminology.
• Ability to read and interpret medical records and technical documents or desire to learn.
• Ability to multi-task and set priorities in an ever-changing environment while maintaining a calm, professional environment.
• Good organizational and time management skills.
• Ability to make independent decisions based on Center’s protocols.
• High level of accuracy with numbers and data, which will become patient records.
• Excellent interpersonal, oral, non-verbal and written communication skills.
• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook) and database software.
• Commitment and alignment to Virginia Garcia’s mission, vision and values.
• Valid driver’s license, reliable transportation, safe driving record and insurance coverage required.
• Bachelor’s degree in a related field and a minimum of three years of work experience managing a call center or comparable operation. Additional experience can substitute for the education requirement.
• 3 or more years’ experience supervising staff required.
• Role model VG’s mission, vision, and shared values
• Listen to the voice of the customer and strive to delight them by exceeding their expectations
• If someone needs help, help them
• Be innovative, apply fresh ideas, and continuously improve how you do your work
• Maintain strict confidentiality and respect the privacy of others
• Demonstrate integrity, honesty, and stewardship in all encounters at work
• Demonstrate consideration and appreciation for co-workers and patients
• Demonstrate the ability to convey thoughts and ideas as well as understand perspective of others

Nice To Haves

• 3 or more years’ work experience in a health-related and/or call center field preferred.
• Prior Electronic Medical Records experience preferred.
• Bilingual/Bicultural Spanish/English preferred

Responsibilities

• Provide oversight for one call center team, ensuring quality, timeliness, and scheduling standards.
• Supervise Call Center Supervisors and support performance management and staff development.
• Support Medical Records workflows including scanning and ROI processes.
• Monitor performance metrics and support corrective action planning.
• Serve as escalation point for complex operational and patient concerns.
• Support training, workflow development, and quality improvement initiatives.
• Ensure compliance with HIPAA and organizational policies.
• Perform other duties as assigned.

Benefits

• HIPAA Requirements: The Associate Manager – Customer Care may access protected health information as part of their duties. Access is limited to information necessary to perform assigned responsibilities and includes scheduling, demographic data, and medical record components as appropriate.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level