Supervisor Call Center

For more than55 years, Family Health Centers of San Diego's (FHCSD) mission has been to provide caring, affordable, high-quality health care and supportive services to everyone, with a special commitment to uninsured, low-income and medically underserved persons.

FHCSD is one of the top 10 largest federally qualified health centers (FQHCs) in the country. We operate more than 90 sites across San Diego County, including 29 primary care clinics, 23 behavioral health facilities, 10 physical rehabilitation clinics, nine dental clinics, five vision clinics, four outpatient substance use treatment programs, three mobile medical units, two mobile counseling centers, two urgent care centers, and a pharmacy.

Our staff provides care to over 227,000 patients each year, of whom 91% are low-income and 29% are uninsured. FHCSD provides care to all. Services include, but are not limited to adult care, chronic disease management, pediatrics, comprehensive women's care including obstetrics, dental, vision, case management, physical rehabilitation, speech therapy for children, vaccinations, infectious diseases, behavioral health, substance use counseling and a host of specialty services including cardiology, podiatry, endocrinology, dermatology, among others. FHCSD also offers supportive services to those who are unsheltered and in need of intensive case management.

The breadth of our clinic locations, services and programs has grown over the last five decades, making us the largest community clinic provider of health care to the uninsured in the county and one of the top 10 largest community clinic organizations in the nation. We are also the largest health care safety-net provider, largest school-based health care provider and the largest mental health provider in the San Diego region.

In support of Call Center leadership, ensure the Call Center is functioning at the highest level in providing outstanding customer service related to telephone calls received. Provide Call Center metrics in monitoring call volume and call quality. Support departmental goals and targets to meet quality customer service levels.

General Job Description:

Job Roles

• Build positive relationships, inspire others to perform at a higher level, prepare career development plans and retain an accountable workforce.
• Coach and counsel staff and administer appropriate disciplinary action in a timely manner.
• Complete employee performance evaluations in a timely manner using data to demonstrate staff adherence to call center standards, productivity standards and customer service standards.
• Create and implement call center staff training.
• Participate in the development and implementation of overall Call Center policies and procedures.
• Create and update ad-hoc reporting to leadership in support of productivity, process improvement, and reporting.
• Determine appropriate measures of quality and service to include performance indicators, productivity/service standards and trends. Closely monitor call volume to ensure low abandonment rate, maximize customer satisfaction, and ensure strong network adequacy.
• Ensure staff manage each call received in a pleasant, professional, and helpful manner.
• Ensure staff receive all new hire and annual training on time.
• Ensure staff scheduling and staffing levels support call volume and operational requirements.
• Respond to escalated customer related issues resulting in successful solutions and customer experience.
• Demonstrate professionalism in all interactions, internal and external, while consistently guiding staff in providing exemplary customer service.
• Perform other duties as assigned.

Education/Certifications/Licenses/Registrations

• High school diploma or GED equivalent required.
• Bachelor's degree preferred.
• Traveling between sites and other locations is occasionally required. Must have a valid California driver's license, an automobile, and proof of minimum levels of car insurance as required under California law, although limits of $100,000 are recommended. An acceptable driving record is also required. California law requires all drivers to obtain a valid California driver's license within ten days of establishing residency. Reasonable accommodation may be provided on a case-by-case basis. Mileage and other reimbursement governed by policy.

Experience/Specialized skills (including Language)

• At least 1 year of experience in a supervisor or lead role preferred.
• 2 years of experience working in a call center environment or in a healthcare related field required.
• Or equivalent combination of education and experience that provide the skills, knowledge, and ability to perform the essential job duties.
• Knowledge of supervisory practices and techniques including performance management and employee development. Demonstrated ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high workload environment.
• Ability to work with a diverse group of people possessing different cultures, life experiences, and socioeconomic backgrounds.
• Ability to maintain good working relationships with employees, coworkers, and departments.
• Bilingual in Spanish/English required.
• Possess critical thinking and problem-solving skills.
• Ability to communicate effectively at all levels of the organization.
• Good written and verbal communication skills.
• Strong skills in computer applications and software, including MS Office, Electronic Health Records, health information exchanges, and others.

#IndCallCenter

We are excited to share that the salary range for this position is:

Information on our extensive benefits package can be found here: FHCSD Wellness - Employee Hub (gobenefits.net)

FHCSD provides Equal Employment Opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, transfer, leave of absence, compensation, and training.