CALL CENTER MANAGER
About The Position
The Call Center Manager oversees daily operations of a high-volume call center handling inbound patient calls and inquiries. The role leads and supports Call Center Agents, monitors patient triage and scheduling, ensures inquiries are resolved professionally, and oversees routing and escalation of patient requests. The manager is accountable for accurate documentation and data entry in the electronic health record (EHR) system and serves as the primary escalation point for complex concerns, service recovery, and operational issues. The manager monitors call quality, productivity, service levels, and key performance indicators (KPIs), and implements corrective actions and process improvements. The role also trains and evaluates employees, supports their ongoing development, collaborates with clinical and administrative leadership to improve workflows and patient access, and assists with staffing, scheduling, workforce management, and coverage planning. Additional duties and special projects may be assigned.
Responsibilities
- Oversee daily operations of a high-volume call center, ensuring timely and effective handling of inbound patient calls and inquiries.
- Provide leadership, coaching, and support to Call Center Agents, ensuring adherence to customer service standards, scheduling protocols, and organizational policies.
- Monitor patient triage to ensure patients are accurately scheduled with the appropriate physician or provider.
- Ensure patient and caregiver inquiries are resolved promptly and professionally while maintaining a positive patient experience.
- Oversee timely routing and escalation of patient requests to clinical staff and other departments as appropriate.
- Maintain accountability for accurate EHR documentation and data entry in compliance with organizational and regulatory standards.
- Serve as the primary escalation point for complex patient concerns, service recovery situations, and operational issues requiring management intervention.
- Ensure team members are informed of physician schedules, clinic updates, workflow changes, and business office procedures.
- Monitor call quality, productivity, service levels, and KPIs; implement corrective actions and process improvements as needed.
- Conduct employee training, performance evaluations, coaching sessions, and ongoing professional development activities.
- Collaborate with clinical and administrative leadership to optimize workflows, improve patient access, and support organizational goals.
- Assist with staffing, scheduling, workforce management, and coverage planning.
- Develop and implement best practices to enhance operational efficiency, patient satisfaction, and team performance.
- Perform other duties and special projects as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
