Call Center Supervisor

East Cliff Family Health Center

. Provide leadership and operational oversight of patient access services .

Posted 11/7/2026full-timeSanta Cruz • California • United StatesMid-LevelSenior💰 $28 - $34 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and operational oversight in patient access services, ensuring compliance with HIPAA regulations and optimizing workflows. Proficient in managing call center operations, staff training, and performance management while providing excellent patient/customer service.

Highest-signal resume keywords

Call Center Operations ManagementPatient Access Services LeadershipHIPAA Compliance KnowledgeBilingual Spanish/English CommunicationStaff Training and Performance Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call Center Metrics AnalysisEHR System UtilizationInsurance VerificationScheduling WorkflowsHealthcare Terminology Knowledge

Soft Skills

Excellent Communication SkillsCustomer Service SkillsCoaching and MentorshipProblem-Solving SkillsTeam Leadership

Tools & Technologies

Practice Management SystemsInsurance Portals

Certifications & Qualifications

High School Diploma or GEDBachelor’s Degree in Health or Related Field (Preferred)

Industry Keywords

Patient FlowQuality Improvement InitiativesHealthcare Setting ExperienceAppointment AccessPatient Confidentiality

About the role

Key responsibilities & impact

Provide leadership and operational oversight of patient access services
Oversee daily call center operations, call handling, scheduling workflows, and patient access support
Develop and manage staff schedules, including PTO coordination and intra-day coverage adjustments
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 of new staff
Collaborate with Site Operations Directors, Clinic Managers, and care teams to support patient flow and access
Support performance management, annual evaluations, competency assessments, coaching, and improvement plans
Oversee new patient intake, follow-ups, and same-day access scheduling
Monitor call queues, voicemails, patient portal messages, and after-hours communications
Identify and address barriers to care, including appointment access, language services, and care navigation
Monitor provider schedules and optimize workflows across sites
Monitor, analyze, and report call center metrics and service levels
Conduct call quality audits and documentation reviews
Support quality improvement initiatives related to patient access, satisfaction, and operational performance
Ensure compliance with HIPAA, patient confidentiality, and organizational policies
Respond to and support resolution of patient concerns and complaints
Perform high-level call center functions, including scheduling, insurance verification, and message management
Utilize EHR and insurance portals to support patient access and operational accuracy
Identify workflow inefficiencies and recommend process improvements
Participate in new workflow and system implementation, meetings, training, and committees

Requirements

What you’ll need

Previous call center experience, preferably in a healthcare setting
Previous supervisory, mentorship, and team leadership experience, including staff support, coaching, and performance management
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
Bachelor’s degree in health or related field preferred
Knowledge of health insurance plans

Benefits

Comp & perks

Employer-subsidized medical, dental, vision, and life insurance
Optional pet insurance and other supplemental plans
Paid time off and holidays starting on day one
401(k) plan with 2% automatic enrollment and 2% employer match
Wellness reimbursement
Telecommuting stipend, as applicable
License and certification fee reimbursement, as applicable
Internal staff retain current benefits, tenure, PTO accruals, and retirement matching as applicable, with no lapse in coverage
$0.50/hour bilingual differential for Spanish/English