Contact Center Manager

About Valle Del Sol

Join Valle del Sol in our commitment to providing quality, culturally sensitive integrated primary care and behavioral health services to adults, children, and adolescents in need. Valle del Sol offers a diverse work environment, competitive pay and benefits, and the opportunity for training and advancement.

Job Description

The Contact Center Manager oversees Valle del Sol’s centralized Patient Contact Center, ensuring exceptional customer service, timely patient access, and efficient handling of inbound calls, referrals, and appointment scheduling across all service lines. This role provides leadership, direction, and operational oversight for call center staff supporting primary care, psychiatry, behavioral health, youth services, and community programs. The Contact Center Manager will also analyze performance dashboards, identify trends in performance, and implement strategies to meet key performance indicators.

The Contact Center Manager is responsible for supervising day-to-day call center operations; managing staff performance; developing workflows and training programs; optimizing systems; ensuring regulatory and contractual compliance; and driving improvements in patient access and experience. The Contact Center Manager may also be responsible for training front desk staff located across Valle Del Sol clinics.

This position plays a critical role in advancing Valle del Sol’s mission by ensuring that every caller receives timely, accurate, culturally responsive service and is connected efficiently to care.

Job Qualifications

• Bachelor’s degree in Healthcare Administration, Business, Public Health, Social Services, Business Administration, or related field required (equivalent experience may substitute).
• Minimum 3–5 years of experience in a healthcare call center, patient access department, or contact center required.
• Minimum 2 years of supervisory or management experience required, preferably in an FQHC, community health center, or integrated care setting.
• Experience with Five9 (or another cloud-based call center system) and electronic health record systems (NextGen preferred).
• Must be at least 18 years of age.
• Must be authorized to work in the United States.
• Must be able to pass pre- and continued employment screenings successfully.
• Maintain compliance with relevant training, licensure, and/or certifications for this role.
  
  

Benefits

• 401(k)
• 401(k) matching
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Life Insurance
• Paid Disability Insurance
• Paid time off
• Employee assistance program
• Employee discount
• Professional development assistance
• Referral program
  
  

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Valle del Sol is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified individuals. If you require a reasonable accommodation to apply for a position or to participate in the interview process, please contact us at VdSHR@valledelsol.com.