Call Center Manager

Hoskinson Biotechnology • Gillette, WY

7h

About The Position

The Call Center Manager leads and manages the clinic’s call center operations, ensuring exceptional patient service, accurate clinical triage, and effective coordination of care. This role blends operational leadership with clinical expertise to support efficient call handling, staff development, performance improvement, and a patient-centered experience.

The ideal candidate is a strong leader with nursing experience, excellent judgment, and the ability to drive quality and efficiency in a fast-paced healthcare environment.

Requirements

• Active Registered Nurse (RN) license in good standing in the State of Wyoming (required)
• Minimum of five (5) years of medical experience
• At least two (2) years in a leadership or supervisory role
• Strong leadership, communication, and interpersonal skills
• Excellent clinical judgment, critical thinking, and decision-making abilities
• Ability to coach, motivate, and manage a high-performing team
• Proficiency with call center platforms (ACD/IVR), CRM tools, EHR systems, and reporting dashboards
• Analytical mindset with ability to interpret data and drive improvement
• Strong conflict resolution, escalation management, and problem-solving skills
• Commitment to patient-centered care, quality, and continuous improvement
• Office/call center environment with extended periods of sitting or standing
• Frequent use of telephony equipment and computer systems
• Light physical work with occasional lifting up to 35 pounds

Nice To Haves

• Certification in call center management, triage, nursing leadership, or related specialty (preferred)
• BLS and/or ACLS certification as required by clinic policy
• Experience in nurse triage, telehealth, patient access, or call center settings strongly preferred
• Proven success managing staff performance, metrics, and operational workflows
• Flexibility may be required to support peak call times, evenings, or weekends

Responsibilities

• Oversee daily call center operations including inbound calls, callbacks, scheduling, triage, and escalations
• Ensure calls are handled efficiently, professionally, and in alignment with clinic standards
• Support accurate triage protocols, nurse advice workflows, and escalation to providers as needed
• Collaborate with physicians, nursing leadership, and clinic operations to align protocols, workflows, and performance goals
• Maintain current knowledge of clinical guidelines, healthcare regulations, and patient access best practices
• Monitor key performance indicators (KPIs) such as call volume, hold times, abandonment rates, first-call resolution, and patient satisfaction
• Lead process improvement initiatives to enhance efficiency, quality, and patient experience
• Prepare reports and present insights and recommendations to leadership
• Develop, update, and enforce policies and procedures for call handling, scheduling, documentation, and triage
• Ensure compliance with HIPAA, accreditation standards, and regulatory requirements
• Handle escalated patient or provider concerns and coordinate resolution across departments
• Supervise call center representatives, coordinators, and clinical staff assigned to call center duties
• Assist with onboarding, training, coaching, and professional development
• Conduct evaluations, performance management, and corrective actions as needed
• Promote team engagement, accountability, and a positive workplace culture
• Collaborate with IT and operations teams to optimize call center technologies, reporting tools, EHR integration, and workflow automation
• Ensure accurate documentation and system utilization across call center staff

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed