Patient Communication Center Supervisor-Baseline West; Mon - Fri

Patient Communications Center Supervisor – Baseline West (Mon - Fri, 11:00 AM - 8:00 PM)

Mountain Park Health Center – Posted Feb 27 | Full‑time | Arizona | Negotiable | Advanced (5‑10 years)

This position is responsible for overseeing the contact center team and team leaders for the Patient Communications Center (PCC) to interact with patients through multiple outlets (phone, chat, etc.), to schedule appointments at clinic locations, and to answer any additional patient questions. The PCC Supervisor also answers and directs calls from labs, external provider offices, hospitals, and other community members, and assists with Population Health management and Nurse Triage calls.

• Supervises and develops employees (through the team’s lead, if applicable) to ensure timely delivery of high‑quality healthcare services, including training, coaching, and evaluating staff.
• Oversees employee performance and compliance, performing regular audits and rounds to ensure adherence to workplace policies and practices.
• Addresses issues or barriers in real time and provides feedback to the manager.
• Makes decisions on hiring, disciplines, and terminations for direct reports.
• Provides direction and feedback on performance evaluations for direct reports.
• Assists manager in providing leadership and direction to employees by executing day‑to‑day tasks and providing necessary tools.
• Provides coaching, counseling, and training of staff.
• Performs quality review on recorded calls according to call center procedures.
• Enables the team’s lead (if applicable) to coach and develop employees, empowering in‑the‑moment feedback.
• Maintains scheduling, timecards, and related reports.
• Monitors all queues according to Mountain Park Health Center service level goals.
• Researches issues thoroughly by interfacing with the Manager or other departments.
• Maintains regular and predictable attendance.
• Performs other duties as required.

• High School diploma, G.E.D., or equivalent.
• Lead or supervisory experience in a call center environment.
• 2 years of progressive experience performing service‑oriented tasks as a Lead or Supervisor.

• Experience with Health Care or Health Insurance.
• Experience with Service Relationship Management, Workforce Management, and Quality Assurance tools.

Mountain Park Health Center