What are the responsibilities and job description for the Patient Contact Center Manager position at Community Health Northwest Florida?
Position Summary
The Patient Contact Center Manager leads the Provider Scheduling Specialists and ensures a professional, patient-focused first impression for all incoming calls. This role oversees call center operations, provider scheduling, patient appointment coordination, and insurance eligibility/PCP verification processes.
Key Responsibilities
- Hire, train, coach, and evaluate Patient Contact Center staff.
- Ensure high-quality call handling, scheduling accuracy, and customer service.
- Address escalated patient concerns and support efficient call center workflows.
- Report key performance indicators (KPIs) and identify opportunities for improvement.
- Perform Scheduling Specialist duties as needed during staff shortages.
- Support scheduling initiatives, updates, and special projects.
- Maintain accurate directories, resources, and communication with leadership.
Minimum Requirements
- Bachelor’s degree in Healthcare Management or equivalent experience.
- 2 years call center agent experience.
- 2 years management experience in healthcare or call center.
- Strong communication, leadership, and organizational skills.
- Proficient in EHR systems and Microsoft Office.
- Ability to work in a fast-paced, high-pressure environment.
Preferred Qualifications
- Advanced degree in Healthcare Administration.
- Experience with 3CX phone system.
- Experience in a medical office or FQHC setting.