Call Center Manager

The Encompass Group is partnering with a healthcare organization to hire a Call Center Manager to improve patient access, call response times, and overall patient experience.This role will oversee both local and offshore teams and focus on building structure, accountability, and efficiency within the call center function.Responsibilities:Lead day-to-day operations of the call center team (onshore + offshore)Manage and improve call response times, scheduling efficiency, and patient experienceOversee team of ~20+ across multiple locations and remote support (including international team members)Implement processes and metrics to improve performance and accountabilityPartner with clinic leadership to ensure alignment with patient access needsTrain, coach, and develop call center staffIdentify gaps in phone systems, workflows, and communicationQualifications:3–7+ years of call center or patient access leadership experienceHealthcare experience preferredExperience managing both in-office and remote/offshore teams is a plusStrong leadership and accountability mindsetProcess-driven with the ability to improve efficiency quicklyExcellent communication and organizational skills