Call Center Manager

Position Summary

This position is onsite/hybrid in New Haven, CT.

Key Responsibilities

• Lead and develop a team of Call Center Leads, Representatives, and Appointment Specialists
• Oversee daily call center operations, including patient scheduling, call handling, and communication workflows
• Monitor and improve key performance indicators such as wait times, appointment accuracy, call resolution, productivity, and patient satisfaction
• Build and maintain performance dashboards to identify trends, measure success, and drive continuous improvement
• Develop and implement scalable processes, training programs, and a remote/hybrid call center strategy
• Recruit, onboard, coach, and evaluate staff while fostering a culture of accountability and service excellence
• Serve as a subject matter expert for Epic and call center technologies, providing operational support and guidance
• Partner with clinical and operational leaders to improve patient access and remove barriers to care
• Manage escalated patient and staff concerns with a focus on resolution and service recovery
• Ensure compliance with HIPAA and organizational policies

Qualifications

• Bachelor’s degree required; equivalent combination of education and relevant experience will also be considered.
• Five years of experience in a call center environment, with 3+ years in a leadership or management capacity.
• Experience in a remote call center environment preferred.
• Demonstrated success in building and scaling customer service teams in fast-paced environments.
• Experience in a healthcare setting preferred, and familiarity with federally qualified health centers (FQHCs) is highly preferred.
• Proficiency with Epic or other EHR systems, call center software, Microsoft Office Suite.
• Bilingual (English/Spanish) also required.

Direct Reports

• Call Center Leads
• Call Center Representatives
• Call Center Appointment Specialists

Benefits

• Comprehensive Medical
• Vision and Dental Insurance
• Voluntary Benefits (Short-Term & Long-Term Disability)
• Paid Life Insurance
• Paid Holidays
• Generous Paid Time Off (PTO)
• 403(b) Retirement Plan with Employer Match

Culture

At Fair Haven Community Health, our culture is at the heart of everything we do. We are committed to improving the health and well-being of the communities we serve through equitable, high-quality, patient-centered care that is culturally responsive.

Our Culture

At Fair Haven Community Health, our culture is at the heart of everything we do. We are committed to improving the health and well-being of the communities we serve through equitable, high-quality, patient-centered care that is culturally responsive.

Equal Opportunity Employer

Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

Disabilities

All employment is decided on the basis of qualifications, merit, and business need. American with Disabilities Requirements: External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.