Patient Contact Center Supervisor

Sea Mar Community Health Centers Tacoma , WA 98405

Posted 2 months ago

Sea Mar Community Health Centers, a Federally Qualified Health Center (FQHC) founded in 1978, is a community-based organization committed to providing quality, comprehensive health, human, housing, educational and cultural services to diverse communities, specializing in service to Latinos in Washington State. Sea Mar proudly serves all persons without regard to race, ethnicity, immigration status, gender, or sexual orientation, and regardless of ability to pay for services. Sea Mar's network of services includes more than 90 medical, dental, and behavioral health clinics and a wide variety of nutritional, social, and educational services. We are recruiting for the following position(s):

Sea Mar is a mandatory COVID-19 and flu vaccine organization

Patient Contact Center Supervisor - Posting #22775

Position Summary:

Full-Time position available for our Managed Care Department in Tacoma. Under direction of the Managed Care Director, the Patient Contact Center Supervisor assists in planning, implementing, and evaluating the activities of the Patient Contact Center, He/she ensures the department is continuously working closely with administration and all internal departments to develop and execute strategies to assure high performance and outcomes in areas of utilization, patient access, scheduling, clinical quality, and contract compliance.

The duties of this position include but are not limited to the following:

  • Assist in planning and coordinating all Patient Contact Center operations for Sea Mar Community Health Centers.

  • Analyze department performance to maximize net revenue opportunities from managed care contracts and ensure proper alignment of payer partners.

  • Remain up-to-date on and assure department compliance with rules and regulations from external entities such as federal and state government, agencies, and departments.

  • Coach and educate patient contact center staff to assure high levels of performance.

  • Perform patient calls and other duties of a customer service representative as needed to maintain efficient patient contact center operations.

  • Assist the Managed Care Director in creating policies and procedures. Assure patient contact center staff compliance with Sea Mar policies and procedures.

  • Set and monitor staff expectations, productivity goals, and performance.

  • Assure appropriate staff maintains competence in Allscripts PM, Allscripts EHR, Dentrix, Health Benefits Exchange, Basic Food, Provider One, WA State immunization registry, and any other systems necessary for managed care department operations.

  • Maintain staff by recruiting, selecting, orienting, and training employees and managing personnel issues. Maintain a safe, secure, clean, and comfortable environment for all staff. Develop talent and identify rising leaders within the department so that staff can meet their full potential.


  • Associate degree in health sciences, marketing, education or business is preferred with 1-3 years' of leadership experience management in call center environment. Bilingual (English/Spanish) is required.

  • Must be able to read and write proficiently in English and Spanish at a client and professional level. Also must be able to generate clear, concise reports, draft proposals, assist with grant writing, and summarize data and financial reports.

  • Working knowledge and experience in a professional office setting, knowledgeable in the use of MS Office Wore, Excel, PowerPoint, and Publisher, as well as overall proficiency in general computing skills.

  • Proof reading/editing and/or graphic skills are considered a plus.

  • Must maintain a valid Washington Driver's license and automobile liability insurance coverage.

  • This person must have exceptional organizational and communication skills and demonstrate good judgment and excellent problem solving abilities.

  • This person must be able to understand policy, procedure and eligibility changes as reported in legislative bill text, Washington Administrative Code, and all other state publications. This knowledge must then be effectively communicated to the Sea Mar environment.

  • In proposing new or adjusted systems in response to state-level-changes, this person must demonstrate a comprehensive understanding of patient flow and consider impacts on all departments.

  • Available to work 11AM to 8PM and Saturdays 8AM to 5PM.

  • Bilingual English/Spanish preferred.

What We Offer:

Sea Mar offers talented and motivated people the opportunity to work in a dynamic and growing community health organization. Working at Sea Mar Community Health Centers is more than just a job, it's a fulfilling career with opportunity for advancement. The fringe benefits surpass most companies. For example, Full-time employees working 30 hours more, receive an excellent benefit package of Medical, Dental, Vision, Life Insurance, Prescription coverage, Long Term Disability, EAP (Employee Assistance Program), paid-time-off starting at 24 days per year + 10 paid Holidays. We also offer 401(k)/Retirement options and an exciting opportunity to work in a culturally diverse environment.

How to Apply:

To apply for this position, complete the online application and click SUBMIT or APPLY. If you have any questions regarding the position, email Ana Owens, Managed Care Director at

Sea Mar is an Equal Opportunity Employer

Posted on 11/23/2021

Please visit our website to learn more about us at Follow us on Facebook, Twitter, and Instagram.

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Patient Contact Center Supervisor

Sea Mar Community Health Centers