What are the responsibilities and job description for the Call Center Manager position at Orchard Medical Group?
About Orchard Medical Management
Orchard Medical Management operates a network of medical clinics across Southern New Hampshire, providing high-quality, patient-centered care. Our mission is to make healthcare accessible, efficient, for every patient. We are seeking an experienced Call Center Manager to lead our centralized patient services team and ensure a seamless experience for every caller.
Position Summary
The Call Center Manager at Orchard Medical Management will oversee the daily operations of our call center. This role is critical to maintaining efficient scheduling, answering patient inquiries, and ensuring timely, professional communication. The ideal candidate will be a strong leader with experience in healthcare call center management and a passion for improving operational efficiency.
Key Responsibilities
- Manage day-to-day call center operations, ensuring calls are handled promptly and professionally.
- Monitor call volume, wait times, and service levels to optimize staffing and workflow.
- Develop, track, and report on key performance indicators (KPIs) to measure team productivity and service quality.
- Train, coach, and evaluate call center representatives to ensure consistent, high-quality performance.
- Identify and implement process improvements to enhance patient scheduling, reduce call abandonment, and improve overall efficiency.
- Collaborate with clinic leadership and administrative teams to align call center operations with clinical workflows.
- Manage workforce scheduling, attendance, and performance evaluations.
- Handle escalated patient concerns with professionalism, empathy, and resolution-focused solutions.
- Use call center software and be familiar with EMR platforms to analyze trends, monitor performance, and identify areas for improvement.
- Ensure compliance with HIPAA and all patient privacy regulations.
Qualifications
- Bachelor’s degree in Healthcare Administration, Business Management, or a related field (or equivalent experience).
- Minimum 3–5 years of call center management experience, preferably in a healthcare or medical office environment.
- Strong leadership, communication, and team development skills.
- Excellent organizational, problem-solving, and analytical abilities.
- Proficiency with call center software and familiarity with EMR platforms.
- Knowledge of healthcare scheduling, insurance verification, and patient service best practices.
Preferred Skills
- Knowledge of multi-site medical operations and centralized scheduling models.
- Data-driven approach to operational efficiency and team performance.
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person