The Medical Center Operator Supervisor will oversee the department’s day-to-day operations and supervise switchboard staff.

This position will provide ongoing education, staff meetings, and support to the switchboard team. This position will work to enhance the competencies of individual employees by designing and conducting training programs that will boost employees’ workplace performance in alliance with UC San Diego Health’s core values.

They will be responsible for performing training needs assessments, designing and delivering curriculum and learning materials, and managing all phases of training interventions.

Extreme emphasis will always be placed on customer service by every employee within the department. This position will problem-solve issues that are presented and meet routinely with the manager or director to assure department objectives are achieved.

ESSENTIAL FUNCTIONS :

• Upholds UC San Diego Health Policies and Procedures, Principles of Responsibilities, and applicable state, federal and local laws.
• Provides direction to operators.
• Reviews and recommends revisions to departmental procedures to ensure efficient utilization of staff.
• Performs various clerical duties such as maintaining the department’s online directory system, pager programming, and assignments.
• Prepares annual performance reviews for direct reports, and manages payroll, scheduling, and billing for the Pinnacle billing system.
• Mentor and guide staff on professional development.
• Establishes and maintains courteous, cooperative relations with the public, patients, and other personnel.
• Acts as an escalation point, sometimes after hours, when standard processes are not meeting customer expectations.
• Serves as a customer advocate, technical resource, and Subject Matter Expert for internal company departments for assigned customer base and communications strategies with internal departments by staying well-versed in customer and internal operational processes in order to assist in setting proper customer expectations based on defined service level criteria.
• Reports all telephone repair problems to the appropriate area as directed in department procedures.
• Monitors Code indicators and dedicated Code One (I) phone line at switchboard; responds immediately if alarms activate as authorized in departmental procedures.
• Maintains the record of keys in the department; logs keys in / out and reports lost / broken keys to Security Services.
• Participates in emergency preparedness drills and actual emergencies as instructed in the hospital safety manual.
• Keeps personnel records on assigned employees such as hours worked, time, and attendance.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

Nine (9) years of related experience, education / training, OR a Bachelor’s degree in related area plus five (5) years of related experience / training.

Supervisory / Lead experience.

Proficiency in Microsoft Office tools, including Excel.

Experience with call center software, including phone and computer systems.

SPECIAL CONDITIONS

• Employment is subject to a criminal background check and pre-employment physical.
• Must be able to work various hours and locations based on business needs.

Pay Transparency Act

Annual Full Pay Range : $48,900 - $102,300 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent : $23.42 - $48.99

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs.

The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position.

The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).

Impact Lives, Impact Community

Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options.

Founded by a Latina grandmother / community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country.

With over 62 sites, over 227,000 patients, and over 417,000 visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population.

We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff.

Under the direction of the Manager of Call Center, the Patient Service Rep-Call Center is responsible for performing customer service functions, from responding to a high volume of inbound calls, scheduling appointments, pre-registering , handling issues / complaints, responding to questions, or directing patients to the appropriate area.

This role may also assists the Manager of Call Center with training new staff and mentoring peers.

Job Responsibilities

• Answers telephone and assists patients by providing information or directing them to the appropriate area, in a pleasant and professional manner.
• Assists patients in scheduling, rescheduling, or canceling appointments and documenting the reason for the visit.
• Enters patient data into computer system accurately and schedules appointments correctly by following the provided appointment guidelines.
• Performs other duties as assigned.
• Reports any unusual circumstances or phone call issues to the Manager of Call Center while following procedures outlined in training guides, memos, and other FHCSD documents.
• Responsible for attending and putting into practice all staff training activities related to appointment scheduling.

Requirements

• At least 1 year of experience in a call center preferred.
• At least 2 years customer service experience required OR Medical Assistant Certification / Medical Terminology course required.
• High School diploma or GED equivalent preferred.
• Medical Assistant Certification or Medical Terminology course preferred.

Experience / Specialized skills (including Language)

• Ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high-workload environment.
• Bilingual English / Spanish required.
• Intermediate computer literacy (i.e., use system to manage and schedule appointments, access electronic medical record information).
• Intermediate written and verbal communication skills.
• Knowledge of medical terminology and front office procedures preferred.

In the spirit of pay transparency, we are excited to share the base range for this position, exclusive of fringe benefits or potential bonuses.

$20.00 - $21.44

If you are hired at Family Health Centers of San Diego, your final base salary compensation will be determined based on factors such as geographic location, jurisdictional requirements, skills, education, and / or experience.

In addition to these factors we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer.

Please keep in mind that the range mentioned above is what we reasonably expect to pay for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth.

We also offer a generous compensation and benefits package (more information on our benefits offerings is available here : FHCSD Wellness Employee Hub (gobenefits.net)

Job Description

At Scripps Health, you will experience the pride, support, and respect of an organization that has been repeatedly recognized as one of the nation’s Top 100 Places to Work.

You’ll be surrounded by people committed to making a difference in the lives of their patients and their teammates. So, if you’re open to change, go ahead and unlock your potential.

Our Diet Clerks provide administrative and clerical support for Food and Nutrition Services. Responsibilities include processing diet orders, assisting patients with menu selections, and distinguishing between food and medication allergies, maintaining current diet orders and menus to ensure compliance to the physician diet order.

Diet Clerks must be able to function effectively in a high-volume call center environment. Serving as the liaison between Nursing and Food and Nutrition Services departments handling patient complaints, food issues and basic questions about meals / diets.

This is a part-time position, weekends and varied shift availability required. Located at our Scripps Dietary Call Center in 4S Ranch.

Position Pay Range : $19.10-$27.50 / hour

In compliance with the California Pay Transparency Act, Scripps Health posts the pay range for all jobs. Please note that actual pay will be determined based on relevant experience and internal equity within the pay range.

Please also note this range is applicable for employees who reside in California only. A geographical pay differential may be applied for remote employees who reside out of state.

Scripps Health strives to ensure that our employees receive equal pay for equal work in line with our commitment to being an equal opportunity employer.

Scripps Health is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, sexual orientation, or gender identity / expression), age, marital status, status as a protected veteran, among other things, or status as a qualified individual with disability.

Requirements

Requirements

Required Qualifications :

SD County Food Handler Card, or Food Safety Certificate, or able to pass Food Handlers test given by certified manager or designee

Preferred Qualifications :

• Strong organizational skills, ability to prioritize and ability to work in a fast-paced office environment
• Excellent customer service skills
• Ability to work in multiple computer systems
• Experience using EMR
• College courses in nutrition
• Bilingual English / Spanish

Job Details

Description

Summary / Objective

The Call Center Agent is the first point of contact for all customer inquiries for the Skye Walls Stores. The Agent will aim to maximize the potential from each inquiry with an excellent telephone manner and upbeat outlook.

In addition, the Agent will convert inbound / outbound leads into qualified appointments, and schedule these leads for the relevant person to make sure that our customers have the best possible experience.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• To act as an ambassador for the business and promote the store and its products.
• To be responsible for making outbound calls daily using data provided.
• To convert inbound calls to new qualified leads.
• To convert qualified leads to scheduled appointments.
• To confirm scheduled appointments and rescheduling as needed.
• To achieve agreed personal and departmental targets captured from inbound lead data provided.
• To inform potential clients on the company’s products and services.
• To use company databases to gain potential leads.
• To input and maintain customer information onto the company database.
• To always ensure customer satisfaction.
• To deal with customers in a professional manner at all times aligned to our brand values.
• To perform other related duties as required and assigned.

Competencies

• Excellent communication skills and an excellent telephone manner.
• Ability to work independently and under pressure.
• Good verbal and written skills.
• A positive approach to objection handling is essential.
• We are looking for someone upbeat and organized.
• Tenacity for high standard of customer service.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

While performing the duties of this job, the employee regularly works in an office setting.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel or operate objects, tools or controls, and to reach with hands and arms.

The employee is frequently required to stand, talk and hear.

Position Type / Expected Hours of Work

This is a full-time position.

Travel

Local travel may be needed on occasion.

Required Education and Experience

• High school diploma.
• One year of administrative experience.
• Advanced computer skills (Microsoft Office and associated systems, including CRM).

Preferred Education and Experience

• Associate’s degree.
• Two years of related experience.

AAP / EEO Statement

We are proud to be an EEO employer M / F / D / V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

Compensation DOE. Full Benefits package available after 90 days of employment.

POSITION SUMMARY :

Responsible for providing effective customer service to patients, insurance companies and other

medical facilities. Position requires excellent telephone communication skills and sets the tone

for the new patient experience.

QUALIFICATIONS :

• Good verbal and written communication skills 1+ years customer service experience
• Teamwork environment
• Able to work directly with people of all backgrounds
• Bilingual English / Spanish fluency required

DUTIES & RESPONSIBILITIES :

Meet daily qualitative and quantitative targets for yourself and your team, and achieve all

objectives for service, productivity, and quality.

• Handle a large volume of inbound calls in a timely manner.
• Follow communication scripts.
• Maintain ownership of calls throughout the lifecycle of a caller's request
• Screening and routing patient calls to other departments efficiently.
• Maintains a good working relationship and effective communication both within the

department and with other departments for the benefit of the patient.

Other duties as assigned.

REQUIREMENTS :

• High school degree or equivalent
• Experience working in a call center or customer-support role
• Strong active-listening and verbal-communication skills
• Proficiency in problem-solving
• Ability to multitask and manage time effectively.
• Smile over the phone."
• Excellent customer service skills via telephone.

PHYSICAL DEMANDS :

• Requires occasional lifting up to 30 pounds.
• Requires prolonged sitting and frequent phone and computer use (typing, mousing).
• Requires occasional standing, walking, bending, stooping, reaching.
• Requires manual and finger dexterity and eye-hand coordination, as well as vision and

hearing within normal range.

• Requires proficiency in use of office machines such as telephone, computer, copier.
• Requires the ability to speak clearly and concisely.

I have read and agree to the above job description. I understand that this is a summary of job

Interested applicants should send their resume to out Talent Acquisition Team at . Learn more about our company at

Spine & Sport are an equal opportunity employer.