Call Center Supervisor

Santa Cruz Community Health• Santa Cruz, CA, US, CA

2d•$28 - $34•Onsite

About The Position

The Call Center Supervisor provides leadership and operational oversight of patient access services at Santa Cruz Community Health. The role ensures efficient daily operations and timely, equitable, patient-centered access to care in alignment with FQHC, HRSA, and Patient-Centered Medical Home standards. The Supervisor leads staff performance, coordinates workflows, monitors service quality, serves as a subject matter expert and escalation point, and supports culturally and linguistically appropriate services for diverse patient populations. Working with leadership and cross-functional teams, the Supervisor monitors performance, identifies improvement opportunities, and helps implement strategies to enhance patient access, care coordination, and service delivery. The role oversees call handling and scheduling, staff coverage and development, quality assurance, compliance, and workflow improvements. It may also perform call center functions such as scheduling, insurance verification, and message management. This is a full-time, hourly, non-exempt position based at the Administrative Office. The schedule is Monday through Friday, 40 hours per week, with the ability to work some evenings and Saturdays. The position reports to the Site Operations Director. The listed pay range is $28.09–$33.95 per hour, depending on experience, with an additional $0.50 per hour bilingual Spanish/English differential.

Requirements

Previous call center experience, preferably in a healthcare setting.
Previous supervisory, mentorship, and team leadership experience, including staff support, coaching, and performance management.
Desire to serve the community clinic population with excellent health care.
High school diploma or GED.
Previous healthcare experience, including knowledge of HIPAA regulations.
Knowledge of healthcare terminology, procedures, and practice.
Fluent bilingual Spanish/English.
Ability to work with practice management and EHR systems.
Ability to work some evenings and some Saturdays.
Excellent patient/customer service, communication, and follow-through skills.
Strong communication and interpersonal skills.
Ability to manage competing priorities in a fast-paced environment.
Commitment to patient-centered care and service excellence.
Openness to feedback and continuous improvement.
Ability to collaborate effectively across teams and departments.

Nice To Haves

Bachelor’s degree in health or a related field.
Knowledge of health insurance plans.

Responsibilities

Lead the Call Center team and foster a collaborative, accountable, patient-centered environment.
Oversee daily call center operations, call handling, scheduling workflows, and patient access support.
Develop staff schedules, coordinate paid time off, and make intra-day adjustments to maintain coverage.
Ensure staff have the tools, resources, and training needed to perform effectively.
Review, implement, and reinforce departmental policies and procedures.
Participate in hiring, onboarding, and training new staff.
Collaborate with Site Operations Directors, Clinic Managers, and care teams to support patient flow and access.
Support performance management, including annual evaluations, competency assessments, coaching, and improvement plans.
Provide ongoing feedback and coaching, address performance concerns with Call Center leadership, and promote professional growth and continuous learning.
Ensure coverage of responsibilities during staff absences.
Oversee scheduling for new patient intake, follow-ups, and same-day access.
Monitor call queues, voicemails, patient portal messages, and after-hours communications to ensure timely responses.
Identify and address barriers to care, including appointment access, language services, and care navigation.
Monitor provider schedules for accuracy and efficiency and identify opportunities for improvement.
Liaise between patients and care teams to support coordination and continuity of care.
Support standardization and optimization of workflows across sites.
Monitor, analyze, and report call center metrics and service levels.
Conduct call quality audits and documentation reviews to ensure adherence to protocols and standards.
Support quality improvement initiatives related to patient access, satisfaction, and operational performance.
Identify trends affecting access, no-show rates, and patient experience and implement corrective actions.
Ensure compliance with HIPAA, patient confidentiality, and organizational policies.
Promote culturally and linguistically appropriate services and equitable access to care.
Respond to and support resolution of patient concerns and complaints.
Support data collection and reporting requirements, including UDS-related measures.
Perform high-level call center functions as needed, including scheduling, insurance verification, and message management.
Use EHR and insurance portals to support patient access and operational accuracy.
Serve as a resource for staff on workflows, systems, and patient service standards.
Gather and communicate information across departments.
Identify workflow inefficiencies and recommend process improvements.
Participate in designing and implementing new workflows and systems.
Assist with meeting preparation, including contributing topics and feedback from the Call Center team.
Attend assigned meetings, training, and committees.
Encourage team engagement, open communication, and a positive work environment.