Please note: This position is based at our off-site clinic located at 320 Warner Drive – Lewiston, ID and is not at the main hospital campus.

At ScionHealth, we empower our caregivers to do what they do best. We value every voice by caring deeply for every patient and each other. We show courage by running toward the challenge and we lean into new ideas by embracing curiosity and question asking. Together, we create our culture by living our values in our day-to-day interactions with our patients and teammates.

Job Summary

The Call Center Supervisor is responsible for providing daily leadership, coaching, and support to Call Center Representatives to ensure efficient and high-quality service for patients and providers. This role oversees call handling, scheduling, and patient communications while maintaining service standards and compliance with organizational policies. The Lead assists in onboarding, training, and motivating staff, monitors performance metrics, and acts as a resource for escalated calls. Additionally, the Call Center Lead ensures that departmental procedures are optimized to meet patient needs and organizational goals while promoting a positive and professional culture.

Essential Functions

• Provide daily direction, coaching, and motivation to Call Center Representatives.
• Onboard, train, and support staff to ensure adherence to standards and expectations.
• Monitor calls and performance metrics (e.g., call abandonment, wait times, service levels) and provide feedback.
• Assist with scheduling and interacting with patients via telephone, email, and in person.
• Anticipate escalation needs and manage difficult or complex calls when necessary.
• Ensure compliance with attendance, departmental policies, and established procedures.
• Assist with call handling during peak volumes or staffing shortages.
• Track and report performance metrics, preparing monthly and annual reports for process improvement.
• Collaborate with clinic leadership to resolve barriers and improve call center operations.
• Maintain confidentiality and professionalism in handling patient information.
• Perform other duties as assigned.

Knowledge/Skills/Abilities/Expectations

• Strong knowledge of multi-line phone systems and call center technology.
• Proficiency in computers, scheduling software, and electronic health record systems.
• Excellent customer service and interpersonal skills with the ability to motivate and inspire others.
• Strong organizational skills with the ability to balance multiple tasks.
• Effective communication and problem-solving abilities.
• Ability to work independently and as part of a team.
• Demonstrated initiative, accountability, and discretion in handling sensitive information.
• Frequently required to sit, talk, hear, and use hands to handle or feel.
• Regular standing, walking, reaching with arms, and occasional stooping or crouching.
• Must be able to lift or move up to 20 pounds occasionally.
• Specific vision abilities include close, distance, color, peripheral vision, depth perception, and ability to adjust focus.
• Must be able to hear calls, alarms, and staff/patient communications clearly.
• Work performed in an office/call center environment.
• Exposure to moderate noise levels typical of a busy office setting.
• Minimal risk of exposure to hazardous materials or clinical environments.
  

Education

• High School Diploma or equivalent required.
• Associate Degree preferred.

Licenses/Certifications

• None required.

Experience

• Minimum of two (2) years of relevant experience in a medical receptionist, call center, or customer service role.
• One (1) year of healthcare call center or physician practice experience preferred.
• Leadership, coaching, or training experience preferred.