Call Center Tech Support Manager Jobs in Santa Rosa, CA

Petaluma Health Center's mission is to provide high quality health care with access for all in Southern Sonoma County & West Marin. We pride ourselves on our Patient-Centered care while maintaining an engaging environment for our staff. The Center accomplishes this mission through collaborative, innovative programs, services and referral resources that meet the economic needs of the entire community.

• 21 Days of Paid Time Off
• 10 Observed Holidays
• Medical Insurance (Entire deductible paid by us!
• 30 Chiropractor and Acupuncture visits per year included with enrollment in our health insurance plans (Kaiser and WHA)
• Dental Insurance
• Vision Insurance
• Gym Membership Discounts at Active Wellness Center and 24-Hour Fitness!
• 401K Matching after 1 year of employment
• Flexible Spending Account, Dependent Care FSA
• Life Insurance (included at no cost to the employee)
• Long Term Disability (included at no cost to the employee)
• Employee Assistance Program (included at no cost to the employee)

Summary

The Clinical Support Team (CST) Supervisor provides strategic, operational, and clinical leadership to a team of CST Providers—including Physicians, Nurse Practitioners, and Physician Assistants—who deliver essential patient-access and care-coordination services. This leader ensures high-quality, timely, and patient-centered support by overseeing workflows, monitoring performance, and fostering a collaborative culture across a hybrid workforce of team members.

The CST Supervisor is an innovative and data-informed leader who uses clearly defined workflows, strong communication practices, and team-based problem solving to ensure exceptional patient care and continuity. This role is central to improving patient experience, strengthening trust in our organization, and supporting primary care teams by managing critical components of in-basket and telehealth operations.

Success in this position requires advanced critical thinking, operational excellence, the ability to communicate effectively with remote team members, and a passion for developing high-functioning teams with a cohesive, supportive culture.

Overview of the Clinical Support Team (CST)

The CST plays a vital role in delivering responsive, dependable clinical support that enhances access to care and strengthens the overall patient experience. CST providers ensure patients receive timely communication, results review, and follow-up care while reducing the administrative burden on primary care teams. The CST manages:

• Diagnostic imaging and lab results
• Prescription refill requests
• MyChart messages and patient advice requests
• Medical documents and forms
• Telehealth visits (video and phone)
• In-person urgent care or Absent-Provider Coverage

Core Responsibilities

• Provides day-to-day operational and clinical oversight for CST providers.

• Fosters a cohesive, connected culture across a primarily remote team through clear communication and effective virtual meetings.

• Partners with primary care, nursing, call center staff, and quality teams to promote integrated, patient-centered care. Supports clear communication of CST roles, expectations, and updates across the organization.

• Provides leadership, guidance, counseling and support to team members. Will develop, coach, mentor, and assess performance of staff. Works with staff to promote resolution of conflicts and counsels’ staff when clinical practice standards are not met.

• Oversee ongoing development and maintenance of the CST Playbook, ensuring CST workflows, practice standards, and operational procedures remain current, standardized, and aligned with high-quality patient care.

• Monitors individual workload through dashboards and defined workflows to ensure timely completion. Use data to identify performance trends, evaluate workflows, and guide improvement efforts.

• Assists with coordination of schedule to ensure adequate staffing levels.

• Collaborate with all members of the care team to share knowledge and plan for quality outcomes.

• Serves as administrative authority for the smooth function of the clinical support team.

• Exercises considerable judgment in applying professional knowledge in solving problems within established policies and practices. Serves as expert and resource to staff.

• Coordinates quality initiatives and process improvements within the clinical support team.

• Assists with long-term planning for CST growth and service expansion.

• Perform additional duties as needed to support CST operations and organizational goals.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education/Experience

• Current or prior CST experience, or substantial experience performing CST-equivalent responsibilities such as in-basket management, results review, patient messaging, and telehealth care.

• Master’s degree in Nursing or Physician Assistant Studies, or related field required.

• At least 3 years of relevant experience, past supervisory preferred.

• Epic EHR superuser preferred.

Desired Skills

• Effective interpersonal skills
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment.

Licenses and Certifications

• Active Physician Assistant (PA) in good standing with the California Physician Assistant Board or a Nurse Practitioner (NP) and Registered Nurse (RN) license in good standing with the California Board of Registered Nursing required.

• For out-of-state candidates, active RN and NP or PA license in good standing in their state of residence required.

• Active certification with the National Commission on Certification of Physician Assistants (NCCPA) OR the American Association of Nurse Practitioners or American Nurses Credentialing Center as a Family Nurse Practitioner (FNP-BC) or as an Adult-Gerontology Primary Care Nurse Practitioner (AGNP-BC) required.

• Active Drug Enforcement Agency (DEA) Registration in good standing required.

• Current Basic Life Support (BLS) certification required.

• Candidate must be able to successfully meet PHC’s credentialing and privileging requirements.

Language Skills

Ability to effectively present information and respond to questions and requests from patients, co-workers, and others as necessary. Bilingual in English and Spanish, both written and verbal preferred.