PRIMARY FUNCTION
The Manager, PCC Operations is responsible for directing the day-to-day operations of the Patient Contact Center, ensuring the delivery of exceptional patient experiences through effective leadership, operational excellence, continuous process improvement, and performance management. This role partners closely with Clinical Operations, Training, Quality Assurance, Workforce Management, Technology, and other cross-functional leaders to improve patient access, optimize operational performance, support value-based care initiatives, and achieve organizational goals.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This list may not include all the duties that may be assigned.
- Provides strategic and operational leadership for the Patient Contact Center, directly managing managers, supervisors, and other leadership staff while fostering a high-performing, patient-centered culture.
- Partners with Training to develop and sustain onboarding, continuing education, and competency programs that equip agents with the knowledge, skills, and behaviors necessary to consistently meet quality, productivity, and patient experience expectations.
- Partners with Quality Assurance to establish performance standards, calibration processes, and coaching initiatives. Ensures quality monitoring programs support continuous improvement.
- Partners with Workforce Management to optimize forecasting, scheduling, staffing, capacity planning, and resource utilization to consistently achieve service level and operational performance goals.
- Promotes value-based care principles by ensuring agents are educated on appropriate access channels, telemedicine, preventive care opportunities, care navigation, referral management, and other initiatives that improve patient outcomes while reducing the total cost of care.
- Ensures compliance with all applicable federal and state regulations, HIPAA, accreditation standards, payer requirements, and organizational policies governing Patient Contact Center operations.
- Hires, trains, disciplines, and directs staff. Evaluates performance and ensures appraisals are completed on a timely basis.
- Supports organizational change initiatives including technology implementations, workflow redesign, and operational transformations.
- Promotes employee engagement through recognition programs, professional development opportunities, team-building activities, and initiatives that strengthen organizational culture and retention.
- Accountable for achieving departmental performance goals including Service Level, ASA, Abandonment Rate, CSAT, First Call Resolution, Appointment Conversion, Quality, Productivity, Schedule Adherence, Budget Performance, and other operational and patient experience metrics.
SUPERVISORY RESPONSIBILITIES
Provides strong, empathetic leadership to supervisors and agents across multiple locations and virtual teams.
Promotes collaboration, alignment, and continuous improvement across all experience channels to deliver consistent, compassionate, and efficient service to families nationwide.
QUALIFICATIONS
EDUCATION:
- High School Diploma or equivalent.
- Bachelor's degree preferred.
EXPERIENCE:
- Minimum of 5 years in patient experience, contact center leadership, or service excellence roles in healthcare or hospitality required.
- Proven success in building high-performing teams and transforming culture.
- Experience leading large-scale service or call center operations with strong understanding of access, scheduling, and patient communication workflows.
LICENSURE/CERTIFICATION
KNOWLEDGE, SKILLS, AND ABILITIES
- Must have strong verbal, written, and interpersonal communication skills.
- Must have exceptional listening and analytical skills. Demonstrates the ability to work well in a team environment.
- Maintains effective working relationships with employees and patients.
- Demonstrates the ability to lead, develop and mentor staff.
- Knowledge of clinical phones performance requirements to evaluate standards and implement new policies.
- Must have superior management skills.
TYPICAL WORKING CONDITIONS
- May rotate working in the office and remote/telework.
- Working in a professional office environment.
- The position involves high & frequent call volumes.
- Environment requires ability to multi-task, communicate clearly & concise, data entry for extended period of times.
- Will require sitting for long periods of time.
OTHER PHYSICAL REQUIREMENTS
