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 Responsibilities

Call Center Operations Management

• Lead 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 Staffing

• Develop 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 Coaching

• Conduct 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 Oversight

• Serve as operational owner for call center-related systems and workflows, including:
• EHR scheduling workflows
• Call routing/telephony systems
• Automation and AI-enabled tools (e.g., voice bots, self-scheduling tools)
• Operational dashboards and reporting tools
• Troubleshoot 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 Analytics

• Produce and analyze daily, weekly, and monthly operational reports, including:
• Calls handled per agent
• Abandonment rate
• Scheduling accuracy
• Referral activity
• Productivity and access metrics
• Use data to guide staffing decisions and operational improvements.
• Present insights, trends, and recommendations to leadership proactively.

Patient Access Optimization

• Support 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 Collaboration

• Partner 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 Development

• Develop, 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.

Qualifications

Required

• Bachelor’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.

Preferred

• Multi-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 Competencies

• Operational leadership mindset
• Independent problem solving and sound judgment
• Data-driven decision making
• Workforce planning and execution
• Coaching and accountability
• Systems and process optimization
• Cross-functional collaboration
• Strong communication and change management skills

Performance Measures

Success in this role will be measured through:

• Call abandonment rate performance
• Staffing coverage adherence
• Reduction in scheduling and routing errors
• Productivity and call volume conversion to scheduled visits
• Patient access improvements (speed-to-appointment)
• Team productivity and service outcomes
• Standardization and continuous process improvement initiatives