Call Center Operations Manager

Overview

• Lead and scale centralized call center operations for a healthcare organization, ensuring seamless patient access and engagement.
• Blend strategic leadership with operational execution to drive performance and service quality improvements.
• Oversee inbound and outbound communication activities supporting scheduling, retention, and patient engagement.
• Manage a growing team of call center representatives, expanding operations to meet organizational goals.
• Implement and optimize IVR systems, call routing logic, and related technologies for enhanced patient experience.
• Ensure compliance with HIPAA regulations and ethical communication practices across all operations.
• Collaborate with cross-functional teams to integrate systems and improve outreach efforts.
• Prepare and present performance reports and staffing forecasts to senior leadership.

Key Responsibilities & Duties

• Lead call center operations, including workforce management, performance metrics, and quality standards.
• Develop and execute strategic plans for patient growth, retention, and access.
• Design and manage outbound call campaigns targeting Medicaid members to enhance engagement.
• Transition operations to inbound and after-hours call handling for timely scheduling and issue resolution.
• Monitor KPIs such as call volume, conversion rate, and scheduling performance to drive improvements.
• Develop training programs and performance reviews for call center staff to maintain high service levels.
• Establish scripts, communication protocols, and documentation standards for consistent service delivery.
• Ensure compliance with healthcare regulations and patient privacy requirements in all operations.

Job Requirements

• Bachelor’s degree in Business, Healthcare Administration, or related field preferred.
• Minimum of 5 years managing call center operations, with 2 years in healthcare settings.
• Experience scaling call center teams and leading outbound and inbound operations.
• Strong knowledge of IVR systems, telephony infrastructure, and call center management software.
• Analytical skills to interpret call center data and drive data-based decisions.
• Proven ability to coach, motivate, and develop staff in performance-based environments.
• Knowledge of HIPAA regulations and patient privacy requirements.
• Excellent interpersonal, communication, and team leadership skills.