Assistant Call Conversion Manager

FAMILY HEALTH CENTERS • Okanogan, WA

1d

About The Position

The Assistant Call Conversion Manager supports the Call Conversion Manager in the daily operations of the call conversion team and serves as a key operational partner in maintaining efficient scheduling, high-quality patient interactions, and timely patient access to care. This role requires strong data analytics skills to assist cross departmental problem solving relevant to staff coordination, call monitoring, performance monitoring, and scheduling activities; including handling patient calls and appointment scheduling as needed. The Assistant Call Conversion Manager helps reinforce patient-centered communication practices, supports coaching and training efforts, and contributes to achieving departmental KPIs, such as call conversion rates, schedule fill rates, and improved patient access.

Requirements

• Ability to coach persuasive communication and conversation-focused call behaviors
• Ability to leverage call center technologies including AI, Excel, and data visualization tools
• Strong interpersonal communication skills
• Analytical and problem-solving ability
• Scheduling and non-clinical triage and escalation expertise
• Patient-focused and mission-driven
• Strong practitioner of cultural humility
• 2+ years’ experience in data tools and data aggregation
• 2+ years’ experience with systems change and change communication strategy
• High School Diploma or GED
• Bilingual- Spanish Required

Nice To Haves

• Healthcare experience preferred, but not required

Responsibilities

• Assist the CCM in supporting the daily operations of the call conversion team, including monitoring call activity, scheduling workflows, and staff performance.
• Provide frontline operational support to call conversion staff by answering questions, assisting with scheduling issues, and helping resolve routine workflow challenges.
• Reinforce a performance-based, patient-centered communication approach, through leading by example through assisting and coaching staff to meet schedule fill rates.
• Assist in monitoring call center performance metrics such as call conversion rates, call volume, wait time, call handling time, call abandonment rates, and scheduling utilization.
• Assist in collecting, organizing, and preparing call center performance data, including helping to set up and update metric dashboards in coordination with the CCM.
• Support the coordination of provider scheduling templates and appointment availability to help optimize schedule utilization and patient access.
• Help identify workflow challenges, opportunities, and areas of improvement and communicate observations to the CCM.
• Assist in maintaining and reinforcing standard operating procedures related to call handling, scheduling, and escalation protocols in coordination with the CCM.
• Provide support in addressing patient service concerns related to call center interactions, escalating issues to the CCM when appropriate.
• Assist with onboarding, training, and mentoring new staff and fill in for staff as needed.
• Support the effective use of call center technologies and scheduling tools.
• Participate in team meetings and assist in communicating updates, process changes, and operational priorities to staff in partnership with the CCM.
• Help ensure staff follow established protocols for identifying and escalating clinical concerns to the appropriate licensed personnel.
• Assist with special projects, workflow improvement initiatives, and operational tasks as assigned by the CCM.
• Provide additional backup support for scheduling coordination and call queue management during periods of high volume or staff shortages.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees