Job Description

Job Details
Adelante Healthcare Center Support Office - Phoenix, AZ
Full Time
HS Diploma from accredited school
Health Care


At Adelante Healthcare, the Patient Support Center (PSC) is the primary contact point for our patients.  The Patient Support Center Manager is a leadership role, responsible for great customer service, acting as the liaison between our patients, our health centers, and the Center Support Office teams. The PSC Manager is responsible for maintaining a caring and receptive patient call center environment and an effective, efficient, and productive department.  Position will provide leadership, perform analytical skills to enhance the customer service experience and maximize performance by effectively communicating across the department and organization.



Every Adelante employee will strive to maximize their performance and contribution to Adelante Healthcare and the community we serve every day.  Employees are expected work in a manner that demonstrates a commitment to quality, patient safety, employee engagement, innovation, and the highest standards of personal integrity, professionalism and competence.



  • Excellence
  • Integrity
  • Sustainability
  • Respect
  • Compassion


  • High school diploma (or GED) from an accredited institution plus advanced training.   Bachelor’s degree preferred
  • Minimum of two years of Management/Leadership experience in a call center environment; medical call center preferred
  • Proven track record of delivering strong performance results
  • Excellent communication skills and interpersonal skills
  • Ability to build and foster a high performance team environment
  • Ability and desire to coach and mentor others
  • Strong interpersonal skills and influencing skills
  • Bilingual- English/Spanish preferred



  • Experienced with modern contact center technology (e.g. ACD, IVR, CRM, WFM)
  • Ability to problem-solve and to think tactically and identify significant success factors


The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description. The qualifications should not be viewed as expressing absolute employment or promotional standards, but as general guidelines that should be considered along with other job related selection or promotional criteria.



  • Effectively supporting and operational results and leading the team through changes and new initiatives through effective coaching and performance management
  • Meeting and exceeding customer service expectations and quality standards
  • Supports health centers and works collaboratively with the Area Operations Managers and Site Administrators in performing a great door-to-door patient experience.
  • Assures patient care service is being delivered consistent with the organizations mission and goals
  • Supports organizational initiatives, consistency in processes and participating in projects outside standard job responsibilities
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures


Additional Duties and Responsibilities

  • Additional duties as requested or assigned
  • Travel to multiple sites



All employees are responsible for promoting and participating in interdisciplinary communication and collaboration to enhance the delivery of quality across the health care system. Employees should maintain an environment which supports and engages patients and co-workers in a caring team based model to promote wellness and improve health outcomes.



Adherence to Compliance and Code of Conduct

All employees are required to comply with Adelante Healthcare’s written standards, including its Compliance Program and Standards of Conduct, policies and procedures and reporting of any conduct that potentially violates Adelante’s legal or compliance requirements. Such compliance will be an element considered as part of the regular performance evaluation.



The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Physical demands: While performing the duties of this job, the employee may be required to sit for long periods of time, is required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; climb steps/stairs; balance; stoop, kneel, crouch or crawl; talk or hear; smell; manage stress as it relates to essential job functions.  The employee must frequently lift and/or move up to 25 pounds without assistance, and may occasionally be required to lift or move up to 50 pounds with assistance.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


Work environment:   While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time when traveling to various clinic sites.  The noise level in the work environment is usually moderate. The employee may be subject to health hazards (contagious diseases, blood borne pathogens, etc.) when working in the clinic area.


                  Job-related Information              Check a Response

Safety Sensitive Position

Yes   or    No            

Merit Increase Eligible

Yes   or    No            

Telework Eligible

Yes   or    No            

CPR/BLS Required

Yes   or    No            

Level One Fingerprint Clearance Required

Yes   or    No            

Fitness for Duty Required

Yes   or    No            

Fit Test Required

Yes   or    No            

Credentialing Required

Yes   or    No            


In any organization or job, changes take place over time. Although an effort will be made to keep job-related information current, this is not an all-inclusive list of job responsibilities.  Adelante Healthcare, Inc. reserves the right to revise or change job duties and responsibilities as the business need arises.  In compliance with EEOC 29 CFR part 1630, if the essential functions of this position cannot be performed in a satisfactory manner by the employee, further accommodations shall be made if it does not constitute undue hardships upon this organization.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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