Call Center Office Supervisor (Health Centers)

Clackamas County employees work to serve the public and enrich our community. In that spirit, we pledge to hold ourselves to these standards at all times in our interactions with customers and one another:

· Service · Professionalism · Integrity · Respect · Individual accountability · Trust

By incorporating these values into our daily routines, we can better serve our customers, ourselves and our projects. We’re always looking to improve. That’s the Clackamas County SPIRIT.

Clackamas County Core Values

Clackamas County is committed to building a community where people thrive, have a sense of safety, connection, and belonging, so that everyone is honored and celebrated for the richness in diversity they bring. We encourage applicants of diverse backgrounds and lived experience to apply.

This Job Posting closes at 11:59 p.m. (Pacific Time) on Wednesday, February 21, 2024.

Annual Pay Range: $66,815.06 - $90,200.96

Hourly Pay Range: $32.122627 - $43.365845
Salary offers will be made within the posted pay range and will be based on a candidate's experience (paid or unpaid) that is directly relevant to the position.

Clackamas County proudly offers an attractive compensation and benefits package, including competitive wages, cost-of-living adjustments, merit increases (for eligible employees), and a robust sick and vacation plan for regular status employees.

We encourage and support employee health and wellness by offering, health and wellness classes and events, and alternative care benefits, so you can customize your wellness needs to fit your lifestyle.

Employee benefits become effective the first of the month following an employee’s date of hire.

Attractive benefits package and incentives for employees in regular status positions are detailed below.

Generous paid time off package, including:

• 16 hours of vacation accrual per month
  • Eligible newly hired employees will have the one-time option to frontload their first year of vacation accruals in compliance with EPP 66 - Vacation Leave! This means you have access to vacation time at time of hire.
• 8 hours of sick accrual per month
• 10 paid holidays and 1 personal day per year

Other Benefits:

• Membership in the Public Employees Retirement System (PERS)/Oregon Public Service Retirement Plan (OPSRP):
  • Employer-paid 6% PERS retirement contribution (The county currently pays the employee’s share of the retirement contribution.)
  • OPSRP members get vested after five years of contributions or when they reach age 65
• A Choice of Medical Plans that include chiropractic coverage, alternative care, vision, and prescription drug coverage
• A Choice of Dental Plans
• Robust EAP and wellness programs, including gym discounts and wellness education classes
• Longevity pay
• Other retirement Savings Options that allow for additional retirement funds savings, including an option to contribute a portion of employee earnings on a pre or post-tax basis to a 457b Deferred Compensation Plan
• A variety of additional optional benefits (see links below for additional information)

This is a full time non-represented group 2 County position

Non-Represented Group 2 Full Time Benefits

Learn More About Benefits

The Health, Housing and Human Services' Health Centers Division is looking for a Primary Care - Call Center focused professional to fill the role of Office Supervisor. The Call Center - Office Supervisor position will be dual located at the Beavercreek and Sunnyside Health Center’s.

The position will be responsible for a team of permanent and temporary Call Center agents who are housed at both clinics and receive calls from patients needing to inquire and/or schedule for Behavioral, Dental, or Primary Care needs. This supervisor position will also update, create and oversee workflows for our Call Center as it relates to efficient call intake, proper message routing, professional customer service, specific patient care needs, and clinical Call Center quality measures. The position may be responsible for certain training, coaching, discipline, and follow up on customer complaints as they relate to Call Center or clinical matters. This supervisor will also work closely with the Primary Care – Front Office Supervisor to manage overall clinical staffing needs and workflow integration. The supervisor will also work closely with Clinic Manager(s) and other supervisors to support day-to-day operations. The position will also require administrative functions like creating and amending provider templates, overseeing and/or ordering office supplies, processing weekly cash deposits, leading team meetings, etc.

Required Minimum Qualifications/ Transferrable Skills:*

• Minimum of four (4) years of supervisory experience that would provide the required knowledge and skills to perform the responsibilities of this position
• Experience working in a primary care/healthcare clinic setting
• Experience working in a Call Center
• Must pass a criminal history check which may include national or state fingerprint records check
• Driving may be necessary for County business. For position(s) with occasional/incidental driving, incumbents must possess a valid driver's license. Accommodation requests for an acceptable alternative method of transportation will be reviewed on an individual basis in compliance with State and Federal legislation. For position(s) with regular driving, incumbent(s) must also possess and maintain an acceptable driving record throughout the course of employment. Learn more about the County's driving policy

Preferred Special Qualifications/ Transferrable Skills:*

• Experience supervising a Call Center
• Experience in a community health or FQHC setting
• Experience in a primary care setting with a Team Based Care model
• Experience using EPIC EHR
• Experience with progressive discipline in a union environment
• Knowledge of Quality Improvement and Quality metrics related to primary care
• Spanish Language proficiency

• 
  For Veterans qualified for Veteran’s Preference: If you believe you have skills that would transfer well to this position and/or special qualifications that relate to this position, please list those skills and/or qualifications in the open-ended question at the end of the application and explain how those skills and/or qualifications relate to this position.

• Provide oversight and support to Call Center permanent and temporary staffing needs
• Foster and support a diverse workforce and environment; provide a trusting atmosphere which encourages creativity and teamwork; coordinate and supervise client scheduling and admissions activities; ensure collection and entry of accurate data including client demographic and financial information
• Coordinate activities of contractors and County personnel by serving as project coordinator for facilities-based projects
• Complete bank deposits; review and approve time entry; in clinic decision making in the absence of Clinic Manager; and other duties as assigned

Knowledge of: Principles and techniques of supervision, progressive discipline, grievance process, County policies, and Employee Association Union contract; agency policies and procedures, confidentiality issues, information systems, program service delivery systems, and organizational structure; County policies and practices for printing, purchasing, and IT support; EPIC computer database system, including scheduling, registration, check in/check-out, template development, and appropriate methods for error resolution

Ability to: Communicate openly and effectively both verbally and in writing in a professional manner; focus on tasks/issues, prioritize workload, resolve conflict effectively, explain function and purpose of systems, and ensure harmonious working relationships while meeting the goals of the agency; develop or maintain objective standards of performance as well as evaluate and organize office systems for efficiency and effectiveness; manage projects, coordinate efforts of multiple staff and outside contractors, and effectively communicate decisions and project goals

This position works 40 hours during a standard workweek of Monday through Friday. Specific hours of work will be discussed with the candidate selected for this position at the time an offer of employment is extended. This position is eligible for hybrid on-site/telework subject to the Clackamas County Teleworking Policy and based on the Department’s business needs. The exact amount of on-site/telework and schedule will be discussed with the hiring manager during time of offer. Telework locations cannot be located outside of Oregon or Washington. Washington residents must perform 50% of their time on-site at Clackamas County.

Typical schedule: Monday through Friday, 4 days a week from 8am to 5pm, one day a week from 10am to 7pm, one day per week remote, 4 days in clinic (subject to change based on department business needs).

Clackamas County is in a prime location in the Portland, Oregon metropolitan area and is recognized nationally as one of the most livable areas in the United States. Located on the southern edge of the City of Portland and extending to the top of Mt. Hood, Clackamas County is part of a thriving region in the Northwest. It has a population of about 420,000 residents.

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ABOUT THE DEPARTMENT

Clackamas County Health Centers provide direct medical, dental, and mental health services to Clackamas County residents.

We provide services at our Integrated Primary Health Care Clinics, our mental health clinics, or through our School Based Health Centers.

Health Centers is a Division of the Health, Housing, and Human Services (H3S) Department.

Learn more about Clackamas Health Centers.

Health, Housing, and Human Services (H3S) consists of six divisions, dedicated to ensuring health families and strong communities in Clackamas County.

Mission Statement: We lead and learn with equity in serving individuals, families, and communities by providing access to high quality healthcare, housing, and services that strengthen social and economic resilience.

Vision Statement: Individuals, families, and communities are resilient and thriving.

H3S is committed to improving programs and ensuring better outcomes for the people served, and focuses on the following goals:

Clackamas County only accepts online applications.

Help With Your Application:

Application Process

Help with the Application

If you have any questions or issues you may contact the Department of Human Resources at 503-655-8459 or e-mail us. Our office hours are Monday - Thursday 7:00 a.m. - 6:00 p.m. Pacific Time (closed on Fridays).

HOW TO CLAIM VETERAN'S PREFERENCE

Request Veterans' Preference

Learn more about the County's Veterans' Preference

VISA SPONSORSHIP

Clackamas County does not offer visa sponsorships. Once a job applicant has accepted a position, they will be required to complete an I-9 and confirm authorization to work in the United States prior to their first day.

EQUAL EMPLOYMENT OPPORTUNITY

Clackamas County is an Equal Opportunity Employer. We value diversity, equity, and inclusion as essential elements that create and foster a welcoming workplace. All qualified persons will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, political affiliation, disability or any other factor unrelated to the essential functions of the job.

If you wish to identify yourself as a qualified person with a disability under the Americans with Disabilities Act and would like to request an accommodation, please address the request to the Department of Human Resources prior to the recruitment close date. You may request an accommodation during the online application process.

Jenn Johnson, Recruiter
JJohnson2@clackamas.us