Call Center Supervisor (HSC3) – DOH8048

This announcement will be used to fill one full-time, permanent, Health Services Consultant 3 (HSC3) position.

Division: Health Services Quality Assurance

Office: Customer Service

Location:  Tumwater, WA (flexible/hybrid)

Make a difference.

Join our team as a Call Center Supervisor, where you’ll play a vital role in ensuring seamless communication and access to healthcare providers across Washington State.  This position is pivotal, as it involves managing the primary phone line for the health provider community, compromising over 80 professions including hospitals, clinics, insurance companies, and other stakeholders seeking essential information regarding health providers and licensing.  Your contributions will directly impact the accessibility of healthcare services for the residents of Washington State.

Responsibilities include, but are not limited to:

• Supervising the day-to-day operational work activities of the HSQA Call Center and Front Counter teams, to include all aspects of health systems inquiry services to the public.
• Managing a high volume, health practitioner and facility customer call center, which is an agency-wide program. The call center is the primary contact and phone number for many public health programs and services, representing the most widely used front line telephone number in the department, providing entry for thousands of inquiries by health providers and customers across the state. Managing front line contact activities including incoming calls, emails, and in person customers from across the state.

Why Join Us:

By joining our team, you'll be at the forefront of shaping healthcare accessibility and quality in Washington State. You'll have the opportunity to make a meaningful impact on the lives of residents by ensuring efficient communication channels for healthcare providers. Additionally, you'll be part of a dynamic and collaborative work environment where your contributions are valued and recognized.

If you're passionate about healthcare and possess the skills and qualifications to excel in this role, we invite you to apply and be part of our mission to enhance healthcare delivery in Washington State.

Our Ideal Candidate. 

Has a driving passion for the work, brings humility to their job and interactions, and understands how their actions affect others. They see the needs and objectives of others and take them into account while achieving their objectives, and they adapt their approach and expectations accordingly. They demonstrate resilience and outward behaviors even when confronted with others who are not open or collaborative. 

Essential Requirements & Qualifications

Note: Experience defined below may have been gained through paid or unpaid activities. Please ensure any relevant experience defined below is outlined in your cover letter, resume, and/or applicant profile.

AND (for BOTH the above options) the following:

• One (1) or more years of experience in each of the following areas:
  1. General clerical or fiscal experience maintaining complex record keeping or reporting systems and reconciling fiscal transactions. 
  2. Resolving customer inquiries, problems, or complaints, preferably in a health services program. 
  3. Providing subject matter technical expertise and quality review of work products using the division’s Integrated Licensing and Regulatory System (ILRS) OR a similar licensing database.
• One (1) or more years of experience using computer software as follows:
  1. Presentation software, such as PowerPoint, to create, format, edit, and run slide shows.
  2. Spreadsheet software, such as Microsoft Excel, to create, modify, print, and format spreadsheets, find and replace data, and work with basic formulas and functions.  Use templates, styles, AutoFormats, and multiple worksheets. Create and manipulate large or complex spreadsheets, use complex mathematical formulas to calculate data, and link worksheets.  Import data from other sources, filter lists, and create and format charts and graphs.
  3. Word processing software, such as Microsoft Word, to create, format, edit, preview, print, and save documents.  Use standard functions to select, edit, copy, paste, format, and spell check text.
  4. Use of electronic communications and calendar programs, such as Outlook, to compose, send, and respond to electronic mail, and coordinate schedules and schedule meetings.
  5. Microsoft Teams for communicating/sharing/training with call center staff.

Note: Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position. 

Desired Skills & Preferred Experience 

• A master’s degree or higher in public health, health care administration, public or business administration, or allied field.
• Two (2) or more years of experience in a call center environment, including experience using call center technologies and systems and conducting call center performance analysis, statistics, and reporting.
• In-depth knowledge and understanding of health profession and facilities processes and procedures. 
• Previous working experience with commonly used concepts, practices, and procedures surrounding call centers. 
• Demonstrated experience using the agency’s Integrated Licensing and Regulatory System (ILRS).
• Demonstrated experience using presentation software, such as MS PowerPoint, to create, format, edit, and run.

Join a great team and lead us into the future

The Division of Health Systems Quality Assurance is responsible for oversight of Washington State’s health care delivery system which includes licensing and regulating over 380,000 health care professionals and 7,000 facilities. HSQA also works closely with communities and local health partners to build strong health systems and prevention programs across the state to help ensure communities have access to good health care and emergency medical services. 

The Office of Customer Service is the primary contact for the public, health care providers, facilities, emergency management services and many other customers. Reporting directly to the WMS 2 Customer Service Center Section Manager, this position functions as an assistant manager of a statewide health program providing health service communications and information to the public.  

Work Location & Flexibility

The duty station for this position is in Tumwater, WA. Telework (mobile work) is currently expected. When approved, the incumbent is expected to report to the duty station for work activities. Partial telecommuting may be an option subject to supervisory approval. We anticipate the incumbent will work at the Tumwater office one (1) day quarterly.

Work that matters

Public health promotes and protects the health of all people in the state of Washington, in the communities where they live, learn, work, and play. We understand that our efforts to achieve more equitable health outcomes for the communities we serve begin with our ability to operationalize and institutionalize equity throughout our internal policies, systems, and practices. 

About DOH

Join the Washington State Department of Health (DOH) and be part of a dynamic team dedicated to safeguarding public health. As a frontline defender of our communities, DOH collaborates with partners around the clock to impact the lives of every Washingtonian and visitor. We’re not just an organization; we’re a catalyst for change, guided by our core values of Equity, Innovation, and Engagement. Our Transformational Plan for the future of Washington’s health is in motion, and we invite you to make a meaningful impact on the well-being of the state by joining us in this exciting journey. Your work at DOH truly matters.

Why DOH

We are dedicated to your work-life harmony and offer one of the most competitive benefits packages in the nation, designed to support your lifestyle. To learn more about “Why DOH”, visit Work@Health.  

How to Apply

Intrigued? Click "Apply" to submit your detailed application profile along with the following:

• Application packets must include the following:
  • A cover letter (without personal pictures) describing how you meet the qualifications and why you are interested in this position.
  • A current resume (without personal pictures).
  • Three (3) or more professional references, to be listed in your profile under the references section, which includes at least one supervisor, peer, and (if you have supervised staff) someone you have supervised or led.

• Do not submit private information including social security numbers, year of birth, etc. 

Veterans: Applicants wishing to claim Veterans Preference must attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. Please remove or cover any personally identifiable data such as social security numbers and birth year.

Equity, Diversity, and Inclusion  

We regard diversity as the foundation of our strength, recognizing that differing insights and abilities enable us to reflect the unique needs of the communities we serve.  

DOH is an equal-opportunity employer. We prohibit discrimination based on race/ethnicity/color, creed, sex, pregnancy, age, religion, national origin, marital status, the presence or perception of a disability, veteran’s status, military status, genetic information, sexual orientation, gender expression, or gender identity.

Questions and Accommodations:

If you have questions about this position, please contact Danielle Dahm at, Danielle.Dahm@doh.wa.gov. 

For persons with disabilities, this document is available in other formats, please call 800-525-0127 (TDD/TTY 711) or email doh.information@doh.wa.gov.

Technical Support: Can’t log in, password or email issues, error messages? NEOGOV provides technical support at 1-855-524-5627.

Conditions of Employment/Working Conditions

     With or without an accommodation, I am willing and able to:

• Occasionally travel within the state to attend meetings and/or trainings.
• Legally operate a state- or privately-owned vehicle OR provide alternative transportation while on state business.
• Participate in emergency response exercises and emergency events/high-priority assignments, as assigned.

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