Call Center Supervisor

Overview

 

This onsite, non-exempt position is located at Spokane Eye Clinic, which is part of Prism Vision Group.

 

Compensation Range: $30.00-$53.00/hr (Dependent on Experience)

 

The Call Center Supervisor is responsible for daily leadership, coordination, and operational oversight of a high-volume, multi-specialty healthcare call center supporting four clinical locations and managing more than 4000 patient calls weekly. The position oversees a team responsible for appointment scheduling, patient inquiries, urgent and non-urgent referrals, triage coordination, provider messaging and other patient access services.   

The Supervisor ensures efficient call center operations through real-time monitoring of call volume, staffing, workflow management, quality assurance, and employee development while promoting exceptional patient service and timely access to care. This role serves as a key liaison between the call center, clinical departments, providers, and administrative leadership to ensure accurate communication, consistent processes, and effective coordination across the organization. 

The ideal candidate is an experienced healthcare leader with strong operational, analytical, communication and coaching skills who thrives in a fast-paced environment and is committed to continuous improvement, employee engagement and an exceptional patient experience. 

 

 

Responsibilities

ROLE AND RESPONSIBILITIES

• Provide daily supervision, guidance, and support to call center representatives. 

• Monitor call activity, service levels, queue performance, and staffing coverage to support operational effectiveness. 

• Assist with scheduling, attendance monitoring, workload balancing, and workforce coverage needs. 

• Conduct onboarding and training for new call center team members. 

• Provide ongoing coaching, feedback, and support to improve employee performance and service quality. 

• Perform call monitoring and quality reviews to ensure adherence to established service standards. 

• Address routine employee performance concerns and escalate significant or recurring issues as appropriate. 

• Serve as a first point of contact for employee questions related to call center procedures, workflows, and systems. 

• Assist in resolving patient concerns, complaints, and service issues requiring escalation. 

• Ensure patient interactions are handled professionally, courteously, and in accordance with organizational standards. 

• Support achievement of departmental goals related to call quality, productivity, patient satisfaction, resolution time, and overall patient experience. 

• Monitor timekeeping and attendance records for assigned staff and follow up on discrepancies as needed. 

• Maintain accurate documentation of coaching activities, performance discussions, training completion, and operational issues. 

• Reinforce compliance with HIPAA, company policies, patient privacy requirements, and established call center procedures. 

• Assist with implementation of new workflows, system updates, process changes, and standard operating procedures. 

• Collaborate with practice leaders and support departments to address patient concerns and operational needs. 

• Communicate updates, reminders, and expectations to team members in a timely and consistent manner. 

• Identify training needs and assist with employee development initiatives. 

• Support hiring activities, including interview participation and onboarding coordination, as requested. 

• Assist with answering incoming calls and supporting the team during periods of high call volume. 

• Perform other duties as assigned. 

Qualifications

POSITION QUALIFICATIONS:

 

Education: Associate degree in Business, Healthcare Administration, Communications, or a related field preferred. Equivalent combination of education and experience may be considered.  

Experience:  Minimum of 3 years of experience in a call center, customer service, healthcare scheduling, or patient access environment. Prior lead, trainer, or supervisory experience preferred. Healthcare experience preferred. 

Other Requirements:  Ability to work flexible hours based on business needs, staffing requirements, and call center coverage demands.

 

 

KNOWLEDGE, SKILLS, AND ABILITIES:

 

• Strong customer service and patient relations skills. 

• Excellent verbal and written communication skills in English; bilingual skills are a plus. 

• Ability to coach, develop, motivate, and support team members. 

• Strong organizational, time management, and prioritization skills. 

• Ability to manage multiple priorities in a fast-paced environment. 

• Strong problem-solving, conflict-resolution, troubleshooting, and decision-making skills. 

• Knowledge of call center operations, scheduling practices, call quality standards, and performance metrics. 

• Ability to review performance data and support improvement efforts. 

• Ability to maintain confidentiality and safeguard patient information in accordance with HIPAA and company policies. 

• Proficiency with call center software, electronic scheduling systems, Microsoft Office Suite, and multiple electronic platforms. 

• Ability to work effectively with physicians, co-workers, other departments, patients, and individuals from diverse backgrounds. 

• Professional, patient-focused approach when handling sensitive, urgent, or escalated situations. 

WORK ENVIRONMENT:

 

Office environment with a controlled atmosphere. Frequent use of computers, telephones, headsets, and other office equipment is required. Possible exposure to staff or patients with communicable diseases and blood-borne pathogens may occur in healthcare-related settings. 

LEVEL-SCOPING NOTE:

 

This role is designed as a frontline supervisory position focused on daily team leadership, coaching, quality monitoring, schedule support, and first-level issue resolution. Broader departmental strategy, enterprise-level reporting, budget oversight, and major operational redesign are outside the intended scope of this position.