Call Center Supervisor Job at Cahealthnet in Richmond

Location: Northside Medical Center (Corporate Office)

Job Id:178

# of Openings:0

AtCapital Area Health Network, we are committed to more than just providing healthcare—we are dedicated totransforming livesthrough compassion, excellence, and purpose-driven service. As a valued member of our mission-focused medical team, you'll be part of a culture that fosters our CAHN Cares:

Compassion—We treat every person with dignity and fairness, embracing all and ensuring no one is alienated or discriminated against.
Accountability—We safeguard the confidentiality of our patients and staff and are transparent in reporting to stakeholders and the community.
Reverence—We answer a higher call to serve, uplift those in need, and create a community rooted in mutual respect and shared humanity.
Excellence—We are committed to continuous learning and professional development, ensuring the delivery of culturally responsive, high-quality care.

Stewardship—We responsibly manage our resources to benefit both the organization and the community we serve.

• We offer comprehensiveprimary care,dental services,andbehavioral healthsupportto our patients, ensuring every individual receives the quality care they deserve, regardless of background or circumstance.

Our mission is clear:To deliver effective, accessible, and culturally responsive care, education, and advocacy that promote health and quality of life.

Discover a place where your work makes a difference. Discover Capital Area Health Network.

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**This is an on-site position.

------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **This is an on-site position. JOB SUMMARY
The Call Center Supervisor at CAHN plays a vital role in overseeing the daily operations of the call center, ensuring that high-quality, patient-centered service is delivered efficiently and in compliance with FQHC standards. This role supervises call center staff responsible for scheduling appointments, handling patient inquiries, and providing general information about the health center’s services, programs, and policies. The supervisor ensures adherence to performance goals, provides coaching and training, and supports a culture of excellence in access to care.

ESSENTIAL FUNCTIONS

• Supervise and coordinate the daily activities of the call center team, including call representatives, schedulers, and support staff
• Ensure all patient calls are answered promptly and professionally in alignment with organizational standards.
• Monitor call metrics (e.g., wait times, call volume, abandonment rates) and implement strategies to improve efficiency and service quality.
• Collaborate with clinical and administrative teams to streamline scheduling and referral workflows.
• Train new call center staff and provide ongoing coaching, mentoring, and performance evaluations.
• Handle complex or escalated patient concerns and resolve issues with a focus on patient satisfaction and equitable care.
• Maintain knowledge of FQHC policies, sliding fee scale procedures, eligibility requirements, and HIPAA compliance.
• Work with leadership to develop call center protocols, scripts, and training materials that reflect culturally competent and trauma-informed care.
• Identify and recommend process improvements and participate in quality improvement initiatives.
• Prepare reports on team performance and present findings to management.

KNOWLEDGE, SKILL, ABILITIES, AND OTHER CHARACTERISTICS

• High school diploma or GED required; Associate degree or medical billing certification preferred.
• Minimum 2 years of medical billing or insurance follow-up experience, preferably in an FQHC or community health center.
• Strong knowledge of FQHC billing practices, Medicaid, Medicare, and managed care plans.

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required.
• Associate or bachelor’s degree in healthcare administration, business, or related field preferred.

PHYSICAL REQUIREMENTS

• Office
• Ability to sit for extended periods and use a computer and telephone headset.
• Occasional lifting of office supplies or materials under 20 lbs.

BENEFITS
Your Benefits at Capital Area Health Network (CAHN):

Health Coverage

• Medical Insurance
• Vision Insurance
• Secondary Gap Insurance
• Prescription Drug Plan
• Supplemental Policies through Colonial Life
• Short-Term Disability
• 401(k) Retirement Plan with up to 3% Company Match
• Employer-Sponsored Short-Term Disability
• Employer Paid Life and AD&D

Work-Life Balance

• Paid Time Off (PTO) Accrued as of Day 1
• Self-Care Floating Holidays
• 8.5 Paid Holidays

Additional Support

• Employee Assistance Program (EAP)
• Public Service Loan Forgiveness

We’re committed to supporting your well-being, at work and beyond.

DISCLAIMER

This position carries a high risk of exposure to infectious agents, including HIV, hepatitis, and TB. The above duties and responsibilities are essential job functions, subject to reasonable accommodations. All job requirements listed indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job proficiently. This job description is not intended to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions, as requested by their supervisor, subject to reasonable accommodation. #J-18808-Ljbffr