Esperanza Health Center Is Hiring A Call Center Supervisor Bilingual

Join Our Team as a Call Center Supervisor! 🚀

Empower patient care and team excellence in a dynamic healthcare setting with the Esperanza Call Center Supervisor position.

Position Overview

Under the direct supervision of the Practice Administrator, the Call Center Supervisor oversees the daily operations of the Esperanza Call Center. You will lead a team of Clerical Assistants, Phone Operators, and Remote Phone Operators to ensure outstanding patient service and efficient communication.

Key Responsibilities

• Leadership & Supervision: Manage daily call center operations, assign work, and supervise team members including Remote Phone Operators.
• Team Development: Provide individual and team training, coaching, and conduct weekly staff meetings to foster teamwork and performance excellence.
• Patient Access & Support: Ensure access to appointments and resources by monitoring workflow, coaching team members, and assisting with patient advocacy and difficult callers.
• Reporting & Goal Setting: Prepare reports on call center and web portal activities, develop response workflows, and set communication improvement goals.
• Quality Assurance: Oversee QA measures, refine patient and staff education materials, and contribute to continuous improvement initiatives.
• Communication & Collaboration: Develop materials in collaboration with portal management, QA team, and CHWs; participate in departmental meetings and projects.
• Administrative Duties: Manage time-off requests, payroll processing, and serve on office rotation duties such as opening/closing the facility.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience
• Approximately 3-5 years of supervisory experience in a customer service environment
• Strong ability to conduct effective team and individual training
• Experience preparing data-driven management reports
• Proficiency in Microsoft Office applications and general computer skills
• Bilingual in English and Spanish preferred
• Ability to integrate Christian faith with work relationships and share hope with others ✝️
• Physical requirements include 8 hours seated at a computer, moving around the call center, and climbing stairs

Our Commitment to Safety & Community

At Esperanza Health Center, your health and safety are our priorities. We require all on-site staff, contractors, and volunteers to be vaccinated against COVID-19 in alignment with local, state, and federal mandates. Exemptions for valid religious or medical reasons are available upon request.

Join Us!

Be part of a mission-driven team dedicated to providing exceptional care and fostering hope within our community. Apply now to make a meaningful difference! ✨