Call Center Supervisor

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.

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. 

About Washington State Department of Health

Our programs and services help prevent illness and injury, promote healthy places to live and work, provide information to help people make good health decisions and ensure our state is prepared for emergencies. To accomplish all of these, we collaborate with many partners every day. We help ensure a safer and healthier Washington by: Working to improve health through disease and injury prevention, immunization, and newborn screening Providing health and safety information, education and training so people can make healthy choices Promoting a health and wellness system where we live, learn, work, play and worship Addressing environmental health hazards associated with drinking water, food, air quality and pesticide exposure Protecting you and your family by licensing healthcare professionals, investigating disease outbreaks and preparing for emergencies

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