Call Center Supervisor

VERNON J HARRIS EAST END COMMUNITY HEALTH CENTER•Richmond, VA

2d•Onsite

About The Position

At Capital Area Health Network, we are committed to more than just providing healthcare—we are dedicated to transforming lives through compassion, excellence, and purpose-driven service. As a valued member of our mission-focused medical team, you'll be part of a culture that fosters our CAHN Cares: Compassion—We treat every person with dignity and fairness, embracing all and ensuring no one is alienated or discriminated against. Accountability—We safeguard the confidentiality of our patients and staff and are transparent in reporting to stakeholders and the community. Reverence—We answer a higher call to serve, uplift those in need, and create a community rooted in mutual respect and shared humanity. Excellence—We are committed to continuous learning and professional development to ensure the delivery of culturally responsive, high-quality care. Stewardship—We responsibly manage our resources to benefit both the organization and the community we serve. We offer comprehensive primary care, dental services, and behavioral health support to our patients, ensuring every individual receives the quality care they deserve, regardless of background or circumstance. Our mission is clear: To deliver effective, accessible, and culturally responsive care, education, and advocacy that promote health and quality of life. Discover a place where your work makes a difference. Discover Capital Area Health Network. This is an on-site position. JOB SUMMARY The Call Center Supervisor at CAHN plays a vital role in overseeing the daily operations of the call center, ensuring that highquality, patient-centered service is delivered efficiently and in compliance with FQHC standards. This role supervises call center staff responsible for scheduling appointments, handling patient inquiries, and providing general information about the health center’s services, programs, and policies. The supervisor ensures adherence to performance goals, provides coaching and training, and supports a culture of excellence in access to care.

Requirements

High school diploma or GED required; Associate degree or medical billing certification preferred.
Minimum 2 years of medical billing or insurance follow-up experience, preferably in an FQHC or com-munity health center.
Strong knowledge of FQHC billing practices, Medicaid, Medicare, and managed care plans.
Communication- the individual must have effective oral and written communication skills.
Customer Service- the individual must have excellent customer service skills and the ability to utilize these skills with internal and external customers.
Confidentiality- the individual must be knowledgeable of the HIPAA guidelines and have the ability to keep all patient information confidential.
Detailed-Oriented- the individual must have keen attention to detail.
Planning/ Organizing- the individual priorities and plans work activities, uses time efficiently and develops realistic action plans.
Independence- the individual must have ability to operate independently with minimal daily direction from manager to accomplish objectives.
Problem solving- the individual must possess excellent problem solving skills
Commitment- the individual must know and have the ability to commit to CAHN’s mission, vision, and values.
Team Player- the individual must be able to work with others in adhering to the values and mission of the organization.
Honesty and Reliability- the individual can be trusted in every situation and relied upon to be an example to others.

Nice To Haves

Associate or bachelor’s degree in healthcare administration, business, or related field preferred.

Responsibilities

Supervise and coordinate the daily activities of the call center team, including call representatives, schedulers, and support staff
Ensure all patient calls are answered promptly and professionally in alignment with organizational standards.
Monitor call metrics (e.g., wait times, call volume, abandonment rates) and implement strategies to improve efficiency and service quality.
Collaborate with clinical and administrative teams to streamline scheduling and referral workflows.
Train new call center staff and provide ongoing coaching, mentoring, and performance evaluations.
Handle complex or escalated patient concerns and resolve issues with a focus on patient satisfaction and equitable care.
Maintain knowledge of FQHC policies, sliding fee scale procedures, eligibility requirements, and HIPAA compliance.
Work with leadership to develop call center protocols, scripts, and training materials that reflect cultur-ally competent and trauma-informed care.
Identify and recommend process improvements and participate in quality improvement initiatives.
Prepare reports on team performance and present findings to management.