Associate Manager - Customer Care

Virginia Garcia Memorial Health Center • Hillsboro, OR

4d • Onsite

About The Position

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.
• 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.

Nice To Haves

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

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.

What This Job Offers

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