Service Center Manager

Company: Yakima Valley Farm Workers Clinic
Location: Cowiche
Posted on: April 15, 2025

Job Description:

Join our team as a Service Center Manager in Yakima, WA, and be part of a healthcare organization that believes in making a difference beyond medical care! At Yakima Valley Farm Workers Clinic, we value inclusivity, and we are more than just a job - we are a community committed to the well-being of our migrant farmworkers.

We've transformed into a leading community health center. With 40+ clinics across Washington and Oregon, we offer a wide range of services such as medical, dental, pharmacy, orthodontia, nutritional counseling, autism screening, and behavioral health. Our holistic model also extends assistance to shelter, energy, weatherization, HIV and AIDS counseling, home visits, and mobile medical/dental clinics.

Explore our short clips, " WE are Yakima - WE are Family " and " YVFWC - And then we grew , " for a glimpse into our dedication to our communities, health, and families.

What We Offer

• $77,968-$81,000 yearly salary with the ability to go higher for highly experienced candidates
• 100% employer-paid health insurance including medical, dental, vision, Rx, 24/7 telemedicine
• Profit sharing & 403(b) retirement plan available
• Generous PTO, 8 paid holidays, and much more!
  What You'll Do:
  
  • Coach, mentor, and train staff. Provide continuous performance management and conduct employee performance evaluations. Addresses performance and behavior issues, clarifying expectations and providing feedback. Manages the service center operations for a Regional Service Center, with directly supervising the staff potentially working out of multiple locations.
  • Support employee growth and development. Assess the educational and experience needs of direct reports in collaboration with the individual. Encourage direct reports to seek educational opportunities by incorporating job-related training in addition to mandatory training. Trains service center personnel as needed.
  • Responsible for the recruitment and selection of staff. Provides orientation to outline job requirements and expectations, policies and procedures, and proper use of tools and equipment.
  • Manage work schedules to ensure effective staffing for incoming calls and messages. Assures scheduling guidelines are followed and up to date.
  • Conduct effective resource planning to maximize the productivity of resources (people, technology, workflows, etc.)
  • Responsible for collecting, analyzing, and reporting service center metrics and statistics.
  • Exemplify excellent customer service relations with internal and external stakeholders. Address all patient complaints and feedback, holds staff accountable for conformity to customer service policy, AIDET principles and patient satisfaction.
  • Coordinate with the Region's Nursing Supervisors to ensure RN Triage coverage for the Service Center meets the patients' needs.
  • Work closely with the regional medical leadership teams to ensure consistent workflows and to resolve issues, questions, and challenges.
  • Partner with Regional Directors to pilot and explore opportunities for operational efficiencies for the region and the service center.
  • Develop and maintain relationships within the organization to effectively partner with other departments as needed to ensure the service center meets the needs and expectations of our patients.
  • Responsible for budgeting and tracking expenses related to the service center.
  • Develop and drive operational improvement and change management initiatives within the service center. Leads the service center team in continuous improvement practices.
  • Create and maintain an inclusive work environment that respects diverse ideas, backgrounds, and styles. Supports diversity through the selection, management, and retention of diverse employees. Creates, drives, and maintains an employee engagement culture.
  • Ensure compliance with Joint Commission, NCQA, UDS, and local and state/federal regulations.
  • Perform other duties as assigned.
    Qualifications:
    
    • Education: Associate's degree, preferably in business or healthcare, is required; High School Diploma or General Education Diploma (GED) and 2 additional years' of experience may be substituted for Associates Degree.
    • Experience: Five years experience in a call center, service center, contact center, or direct customer service role, including 1 year of direct supervisory or managerial experience in such a position. A Bachelor's Degree may substitute 2 years of required experience. Experience in a call or service center, preferably in healthcare preferred.
    • Knowledge/Skills/Abilities
      • Knowledge of leading and supervising teams.
      • Knowledge of medical billing insurance is preferred.
      • Knowledge of medical terminology is preferred.
      • Effective verbal and listening communication skills.
      • Strong customer relations skills, including the ability to manage stressful situations.
      • Basic conflict resolution and de-escalation skills.
      • Skills to work well in a customer-oriented team environment.
      • Skills to work effectively in a fast-paced environment.
      • Skills to prioritize work and handle a variety of tasks simultaneously, with frequent interruptions.
      • Skills to perform administrative tasks such as answering phones, filing, faxing, scanning, and copying.
      • Knowledge and skills to analyze and apply data to improve performance.
      • Strong attention to detail and accuracy.
      • Basic proficiency with 10-key.
      • Basic proficiency with a variety of computer programs, including Microsoft Outlook, Word, Excel, and PowerPoint.
        Our mission celebrates diversity. We are committed to equal-opportunity employment.
        
        Contact us at ...@yvfwc.org to learn more about this opportunity! Associated topics: assistant general manager, business coach, captain, general manager, lieutenant, manager, police commander, project manager, senior manager, shift supervisor

Keywords: Yakima Valley Farm Workers Clinic, Yakima , Service Center Manager, Executive , Cowiche, Washington