Call Center Manager (Outreach)

Women's Imaging Specialists•Cumming, GA

26d•Hybrid

About The Position

Women’s Imaging Specialists (WIS) is seeking a Call Center Manager (Outreach) to lead their centralized Outreach team. This role is responsible for proactive outbound outreach to bring patients back in who have missed appointments, asked to reschedule, or need a confirmation nudge. The manager will own the KPIs, coaching, culture, and outreach strategy to reduce delays in care and keep schedules full. This is a player-coach role that requires close collaboration with the Scheduling Manager and comfort managing remote employees. The core mission is to ensure continuity of care by making sure no patient falls through the cracks.

Requirements

2+ years directly managing a high-volume call center team of 5+ agents (healthcare, radiology, patient access, or revenue cycle strongly preferred)
Proven track record of hitting KPIs
Expert in workforce management: forecasting call volume, building schedules, managing real-time adherence, handling call-outs
Technologically proficient: PACS/RIS + ACD phone systems + advanced Excel (pivot tables, VLOOKUP, dashboards), Outlook, Teams
Exceptional coach: you develop people, give direct feedback kindly, document performance, and retain top talent
High school diploma required

Nice To Haves

Bachelor’s degree in Business, Healthcare Administration, or related field
Radiology, imaging center, or women’s health background
Bilingual Spanish leadership capability (large patient population)
Experience with Phreesia, PACS/RIS, and Excel

Responsibilities

Lead, Coach & Develop — In Office and Remote: Hire, onboard, and train new Outreach team members on Infinitt EMR, Phreesia, phone scripts, prep instructions, and HIPAA.
Conduct weekly 1:1s, monthly QA coaching sessions, and annual performance reviews with clear development plans — for both on-site and remote staff.
Build a culture of empathy + persistence through recognition, real-time feedback, and career pathing.
Manage attendance, PTO requests, and daily assignments to ensure outreach lists are worked thoroughly and on time.
Partner closely with the current Scheduling Manager on hiring, training standards, and workflow alignment.
Own Outreach KPIs & Quality: Monitor daily dashboards: outreach attempts, contact rate, reschedule rate, confirmation completion, no-show recovery, schedule fill rate.
Conduct 8-10 QA audits per team member per month: evaluate HIPAA compliance, script adherence, empathy, persistence, and data entry accuracy in Infinitt.
Analyze trends, conduct root-cause analysis, and present weekly/monthly performance reports to leadership with action plans.
Calibrate QA scoring with the Scheduling Manager and leadership to ensure fairness and consistency.
Drive Outreach & Fill Capacity: Direct daily proactive outreach: assign and monitor No-Show lists, Worklists, Reschedule queues, Recall lists, and confirmation call queues.
Track and improve conversion: how successful the team is at getting patients back on the schedule.
Partner with Marketing on recall campaigns and seasonal pushes (e.g., Breast Cancer Awareness Month).
Partner with Operations and the Scheduling Manager on site-specific capacity: which locations/modalities need the most outreach support.
Standardize outreach scripts and track conversion rates by team member and campaign.
Optimize Workflows & Systems: Standardize outreach protocols, prep instruction scripts, and site-specific rules across all 19+ centers.
Optimize use of Infinitt EMR, Phreesia, and Excel reporting.
Serve as escalation point for complex patient concerns and site manager requests.
Ensure 100% HIPAA compliance and audit-ready documentation.