Associate Manager - Customer Care

At Virginia Garcia Memorial Health Center, we honor all members of our community and acknowledge the dignity of each person we serve. Our purpose is to provide high quality, comprehensive primary health care to the communities of Washington and Yamhill counties with a special emphasis on migrant and seasonal farm workers and a view to removing barriers to health care. We strive to provide an environment that welcomes and values the people we employ and serve.

If you are unsure whether you meet all the required qualifications for this role but are interested and passionate about this potential position, we encourage you to apply.

Job Summary:
The Associate Manager – Customer Care provides operational leadership across Patient Access and Medical Records functions. This role ensures consistent application of customer service standards, supports supervisors, and translates organizational expectations into daily operational practice.

Essential Duties and Responsibilities:
• Provide oversight for one call center team, ensuring quality, timeliness, and scheduling standards.
• Supervise Call Center Supervisors and support performance management and staff development.
• Support Medical Records workflows including scanning and ROI processes.
• Monitor performance metrics and support corrective action planning.
• Serve as escalation point for complex operational and patient concerns.
• Support training, workflow development, and quality improvement initiatives.
• Ensure compliance with HIPAA and organizational policies.
• Perform other duties as assigned.

HIPAA Requirements:
The Associate Manager – Customer Care may access protected health information as part of their duties. Access is limited to information necessary to perform assigned responsibilities and includes scheduling, demographic data, and medical record components as appropriate.

Knowledge, Skills and Abilities Required:
• Desire to work with underserved/disenfranchised communities.
• Cultural competency.
• High level of skill in interpersonal relations and problem solving.
• Demonstrated ability to work effectively in a team environment.
• Excellent Customer Service skills.
• High degree of confidentiality, integrity and professionalism.
• Knowledge of medical terminology.
• Ability to read and interpret medical records and technical documents or desire to learn.
• Ability to multi-task and set priorities in an ever-changing environment while maintaining a calm, professional environment.
• Good organizational and time management skills.
• Ability to make independent decisions based on Center’s protocols.
• High level of accuracy with numbers and data, which will become patient records.
• Excellent interpersonal, oral, non-verbal and written communication skills.
• Proficiency with Microsoft Office suite (Word, Excel, PowerPoint, Outlook) and database software.
• Commitment and alignment to Virginia Garcia’s mission, vision and values.
• Valid driver’s license, reliable transportation, safe driving record and insurance coverage required.

Education and Experience Required:
• Bachelor’s degree in a related field and a minimum of three years of work experience managing a call center or comparable operation. Additional experience can substitute for the education requirement.
• 3 or more years’ experience supervising staff required.
• 3 or more years’ work experience in a health-related and/or call center field preferred.
• Prior Electronic Medical Records experience preferred.
• Bilingual/Bicultural Spanish/English preferred

Behavioral Competencies:
Accountability
• Role model VG’s mission, vision, and shared values
Customer-Focus
• Listen to the voice of the customer and strive to delight them by exceeding their expectations
Teamwork
• If someone needs help, help them
Initiative
• Be innovative, apply fresh ideas, and continuously improve how you do your work
Confidentiality
• Maintain strict confidentiality and respect the privacy of others
Ethical
• Demonstrate integrity, honesty, and stewardship in all encounters at work
Respect
• Demonstrate consideration and appreciation for co-workers and patients
Communication
• Demonstrate the ability to convey thoughts and ideas as well as understand perspective of others

Physical Requirements:
Percentage of time spent 
• Standing: 20%
• Walking: 10%
• Sitting: up to 80%
• Reaching/stooping/bending: 5%
• Must be able to lift/carry up to 10 lbs: infrequent 20 - 30 lbs. 
• Computer usage: up to 80%

Working Environment/Physical Hazards:
• Work in a well-lighted, ventialated environment
• Potential exposure to blood borne pathogens and hazardous chemicals

Office Equipment Used:
• Computer – data entry and word processing
• Telephone, fax, copier, scanner

Immunization:
Staff members must meet immunization requirements as stated in VGMHC’s immunization policy and state and federal guidelines.

Job descriptions represent a general outline of the essential and major job duties, functions and qualifications required. They cannot be all-inclusive and comprehensive due to the dynamic nature of work performed to accomplish VGMHC’s Mission.

VGMHC is an Equal Opportunity Employer. No person is unlawfully excluded from consideration for employment because of race, color, religious creed, national origin, ancestry, sex, age, veteran status, marital status, or physical challenges. The policy applies not only to recruitment and hiring practices, but also includes fairness in placement, promotion, transfer, rate of pay, and termination.