Are you an experienced call center leader ready to make a lasting impact in healthcare? A growing integrated healthcare organization is seeking a Call Center Operations Manager to oversee the daily performance, coaching, and continuous improvement of a high-volume Patient Concierge team.
This role blends hands-on support with strategic leadership-perfect for someone who's passionate about service excellence, team development, and operational efficiency. You'll be based at our Medford headquarters and play a key role in supporting a geographically distributed Patient Concierge team.
Key Responsibilities
Leadership & People Development
- Lead and coach a team of 24 Patient Concierge Specialists who work remotely across various locations.
- Deliver Real Time coaching, regular performance reviews, and training refreshers.
- Foster a positive, patient-focused culture that values accountability and compassion.
- Ensure team members feel connected to organizational goals and recognized for performance.
Call Center Operations
- Manage day-to-day operations of a healthcare call center including staffing, shift scheduling, and time-off approvals.
- Monitor call volumes, hold times, abandon rates, and agent productivity.
- Develop and refine SOPs to drive consistency, speed, and service quality.
- Provide hands-on support during peak times to assist with call queues and maintain service standards.
Patient Experience & Quality Assurance
- Resolve escalated patient concerns with empathy and professionalism.
- Conduct call monitoring and QA reviews to ensure top-tier service delivery.
- Enforce SLAs and champion process improvements that enhance the patient journey.
Data-Driven Decision Making
- Analyze performance metrics to identify trends and guide operational strategy.
- Prepare and present regular reports to senior leadership.
- Use insights to inform staffing decisions, workflow enhancements, and team training initiatives.
Tech & Cross-Functional Collaboration
- Manage the call center tech stack (phones, CRM, reporting tools).
- Ensure agents are proficient in software systems and workflows.
- Act as a key liaison between the call center and internal departments (Clinical Ops, IT, Admin) to streamline communication and resolve issues quickly.
Ideal Candidate Profile
Preferred Qualifications
- Bachelor's degree in Healthcare Admin, Business, or related field
- Call Center Management Certification (eg, CCMP, HDI)
- Familiarity with HIPAA and healthcare compliance standards
- Experience working cross-functionally with clinical and administrative teams
- Experience with Five9 Call Center software is a plus
If you're a strategic Call Center Manager ready to take on a high-impact role, apply today.