Call Center Operations Manager

POSITION SUMMARY STATEMENT:

The Manager, Call Center Operations provides leadership and operational oversight for large, high-volume inbound and outbound healthcare appointment scheduling centers. This position is accountable for safe, accurate and timely patient access; achievement of service, quality, productivity, workforce and financial goals; and consistent execution of scheduling, registration and referral workflows. The manager leads supervisors and frontline teams, designs future-state operations, governs scheduling workflows and resources, and uses real-time and historical performance data to align staffing and workflow with demand. The role leads cross-functional implementations and creates alignment across multiple patient-access organizations, partnering with clinic, physician, training, workforce, technology and shared-service leaders to advance organizational strategy, improve access and strengthen the patient experience. The role fosters an engaged, accountable and inclusive culture while ensuring compliance with privacy, regulatory, labor and organizational requirements.

MINIMUM QUALIFICATIONS: 

• Education, Experience or Equivalent Combination:

  • Bachelor’s degree in business, healthcare administration, operations or a related field, or an equivalent combination of education and experience.
  • Five or more years of progressive leadership experience, including at least three years managing supervisors or teams in a high-volume contact center, patient access or healthcare service environment.
  • Demonstrated experience overseeing inbound and outbound operations, workforce capacity, performance management and continuous improvement.

• Knowledge, Skills, and Abilities:

  • Strong operational leadership, coaching, delegation, conflict-resolution and change-management skills, with the ability to build engagement and accountability through leaders and frontline teams.
  • Ability to interpret call-center and patient-access data, including service level, speed to answer, abandonment, average handle time, schedule adherence, productivity, quality, accuracy, patient experience and outbound work completion.
  • Working knowledge of workforce forecasting, staffing models, queue management, quality assurance, budget stewardship, and process improvement.
  • Knowledge of healthcare appointment scheduling, patient registration, referrals, privacy and confidentiality requirements, and escalation practices that safeguard patient access and safety.
  • Proficiency with electronic health records, telephony, workforce management, quality-monitoring, reporting and Microsoft Office applications; ability to learn and optimize new technologies.
  • Excellent written, verbal, analytical, and interpersonal communication skills, with the ability to influence across a complex, matrixed organization and respond effectively to changing operational demands.

PREFERRED QUALIFICATIONS: 

• Education, Experience or Equivalent Combination:

  • Healthcare contact center leadership experience supporting multiple sites, service lines, extended hours, union-represented employees or remote/hybrid teams.

• Licensure/ Registration/ Certification:

  • Contact center management, workforce management, Lean, Six Sigma or project management certification.

• Knowledge, Skills, and Abilities:

  • Advanced experience with Epic scheduling and registration applications, contact center telephony, workforce-management and quality-monitoring platforms.
  • Demonstrated success improving patient access, service levels, quality results, employee engagement and operating efficiency in a large-scale environment.

ESSENTIAL DUTIES:  

1. (25%) – Operational Leadership and Future-State Design: Direct daily operations for large inbound and outbound appointment scheduling centers across assigned locations and service lines. Design future-state operating models, establish priorities, standardize workflows, remove barriers and ensure accurate, timely and patient-centered service during routine and peak demand.
2. (20%) – Performance and Quality Management: Own call center results and routinely monitor service level, speed to answer, abandonment, handle time, schedule adherence, productivity, quality, scheduling accuracy, patient experience and outbound work completion. Analyze trends, communicate results and lead corrective action and continuous improvement when performance is off target.
3. (20%) – People Leadership: Lead, coach and develop supervisors and other direct reports; set expectations; conduct performance reviews; and maintain accountability for hiring, onboarding, retention, recognition, development, corrective action and succession planning. Foster an inclusive, respectful and highly engaged work environment.
4. (15%) – Scheduling Workflow and Resource Governance: Govern scheduling workflows, standards and resources across assigned patient-access operations. Partner with workforce planning to forecast demand, establish schedules and staffing plans, manage intraday coverage and balance inbound service with outbound work. Adjust resources in response to volume, absence, system disruption and business priorities while managing overtime and other labor costs responsibly.
5. (10%) – Cross-Functional Implementation and Organizational Alignment: Lead cross-functional implementation of new services, technologies, operating models and standardized processes. Create alignment across multiple patient-access organizations and build effective relationships with clinic and physician leaders, training, quality, workforce, information services, telecommunications, patient accounting and other partners. Align scheduling operations with clinical workflows and organizational strategy, resolve escalations and sustain adoption of changes.
6. (5%) – Compliance, Patient Safety and Risk: Ensure adherence to privacy and confidentiality requirements, scheduling and registration standards, labor agreements, regulatory requirements, internal controls and organizational policies. Oversee timely investigation and resolution of patient, clinic, quality and employee concerns.
7. (5%) – Financial and Administrative Stewardship: Contribute to annual operating and capital plans; monitor labor, productivity and expense performance; approve expenditures within authority; prepare operational reports; and perform other duties as assigned.