Manager, Patient Care Contact Center

Position Summary

The Patient Care Contact Center Manager leads the hiring, onboarding, development, and engagement of contact center staff to deliver exceptional service to ACCESS patients and customers. This role sets performance objectives, monitors and analyzes metrics, and ensures organizational goals are met. Partnering with health center leadership, the Manager drives continuous improvement, optimizes workflows, and fosters a high-performance, patient-focused culture.

Core Job Responsibilities

• Build a high-performance contact center culture focused on exceptional service for patients, customers, and employees.
• Set and monitor objectives, KPI metrics, and staffing to ensure efficient daily operations.
• Plan and allocate resources to maximize productivity and service capacity (people, technology).
• Lead daily huddles with leadership and staff to align priorities and maintain engagement.
• Collect and analyze call center statistics (e.g., scheduling and appointment conversion rates, costs, call volume, customer service metrics, accuracy, wait times).
• Respond to and resolve patient inquiries and complaints promptly and professionally.
• Monitor and enhance scheduling, call handling, quality assurance standards, and related procedures.
• Manage the contact center budget and track expenses to ensure cost-effective operations.
• Ensure consistent communication with operations and health center leadership and staff; prepare reports and presentations as needed.
• Manage direct reports by setting clear expectations, providing coaching and feedback, monitoring performance, and supporting professional development.
• Perform other duties as assigned to advance health equity initiatives.

Requirements/Preferences

• High School diploma or GED required. Bachelor's degree in business-related field preferred.
• Minimum of five (5) years' experience in a healthcare, medical center, or contact center environment required.
• Minimum of three (3) years' supervisory experience in a service-focused culture delivering quality support to patients, customers, and employees required.
• Experience in basic financial analysis, cost-effectiveness, and cost-benefit evaluation.
• Intermediate proficiency in Microsoft Office required.
• Intermediate proficiency with call center equipment and software required.

Working Conditions/Equipment

• Call Center/office environment with occasional work in health center as needed.
• Local travel to health centers and community events required; must have reliable transportation.