CALL CENTER MANAGER

The Call Center Manager provides operational leadership for centralized patient access and call center functions across a multi-site healthcare organization. This role is responsible for end-to-end oversight of call center performance, workforce management, systems optimization, reporting, and patient access outcomes.This position serves as both a people leader and hands-on operator-driving daily execution, improving workflows, solving problems independently, and supporting strategic patient access initiatives with minimal oversight.Reporting to the Director of Patient Access, this role partners across front-end operations to improve access, scheduling efficiency, and patient experience.Essential Duties and ResponsibilitiesCall Center Operations ManagementLead daily operations for inbound and outbound call center functions across all sites.Monitor and manage call center performance metrics, including service levels, abandonment rates, call handling efficiency, and scheduling throughput.Maintain abandonment rates below established targets (goal: <5%).Monitor real-time call flow and adjust staffing resources dynamically to meet demand.Ensure consistent adherence to scheduling protocols, workflows, and service standards.Workforce Planning and StaffingDevelop and manage staffing models to support peak coverage and operational demands.Manage staff schedules, PTO coverage, contingency planning, and real-time adjustments.Recruit, interview, hire, onboard, and retain call center team members.Maintain appropriate staffing levels to support service expectations and access goals.Performance Management and CoachingConduct routine call audits and quality reviews.Provide coaching, feedback, and performance development to staff.Identify performance gaps and implement corrective action plans when needed.Promote accountability while supporting team engagement and retention.Drive reduction in repeat errors through structured coaching and follow-up.Systems and Operational OversightServe as operational owner for call center-related systems and workflows, including:EHR scheduling workflowsCall routing/telephony systemsAutomation and AI-enabled tools (e.g., voice bots, self-scheduling tools)Operational dashboards and reporting toolsTroubleshoot system issues independently and coordinate vendor support as needed.Optimize workflows to improve efficiency, reduce errors, and support patient access.Train staff on proper system utilization and process adherence.Reporting and AnalyticsProduce and analyze daily, weekly, and monthly operational reports, including:Calls handled per agentAbandonment rateScheduling accuracyReferral activityProductivity and access metricsUse data to guide staffing decisions and operational improvements.Present insights, trends, and recommendations to leadership proactively.Patient Access OptimizationSupport initiatives to improve speed-to-appointment and patient access outcomes.Reduce scheduling errors and improve routing accuracy.Support implementation and adoption of self-scheduling and automation initiatives.Ensure proper routing of patients based on payer, provider, specialty, and urgency.Cross-Functional CollaborationPartner with front desk, check-in, clinical teams, and referral coordinators to improve handoffs and workflows.Promote collaboration and reduce process breakdowns across departments.Support standardization of access workflows across locations.Process Improvement and SOP DevelopmentDevelop, maintain, and refine standard operating procedures for scheduling, escalation, and call handling processes.Continuously improve processes using data, trends, and operational feedback.Recommend and support implementation of best practices in patient access operations.QualificationsRequiredBachelor's degree in Healthcare Administration, Business, Management, or related field preferred; equivalent experience may be considered.Minimum 3-5 years of leadership experience in a call center, contact center, or patient access environment.Experience managing high-volume operations and workforce planning.Working knowledge of EHR scheduling systems, call routing platforms, and reporting tools.Demonstrated success improving performance metrics and leading teams.PreferredMulti-site healthcare operations experience.Experience with AI-enabled call systems or automation tools.Strong analytical and reporting background.Hospitality or high-volume service operations leadership experience may be considered.Key CompetenciesOperational leadership mindsetIndependent problem solving and sound judgmentData-driven decision makingWorkforce planning and executionCoaching and accountabilitySystems and process optimizationCross-functional collaborationStrong communication and change management skillsPerformance MeasuresSuccess in this role will be measured through:Call abandonment rate performanceStaffing coverage adherenceReduction in scheduling and routing errorsProductivity and call volume conversion to scheduled visitsPatient access improvements (speed-to-appointment)Team productivity and service outcomesStandardization and continuous process improvement initiativesEqual Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.