Call Center Manager

Fair Haven Community Health Care•New Haven, CT

About The Position

The Call Center Manager is responsible for the strategic, operational, and personnel leadership of the Call Center at Fair Haven Community Health Care (FHCHC). This role ensures efficient, patient-centered scheduling and communication that directly impact access to care, patient satisfaction, and organizational performance. Reporting to the Sr. Director of Clinical Operations, the Manager leads a team of call center staff including leads and representatives. This individual ensures that workflows, systems, and people align to provide timely, accurate, and compassionate service to our patients. A commitment to continuous quality improvement, innovation, and a highly satisfied patient experience is essential. Typical duties include but are not limited to:

Requirements

Bachelor’s degree required; equivalent combination of education and relevant experience will also be considered. Five years of experience in a call center environment, with 3+ years in a leadership or management capacity. Must have experience in a remote call center environment.
Proficiency with Epic or other EHR systems, call center software, Microsoft Office Suite. Bilingual (English/Spanish) also required.

Nice To Haves

Experience in a healthcare setting required, and familiarity with federally qualified health centers (FQHCs)is highly preferred.

Responsibilities

Foster a culture of accountability, performance excellence, and continuous improvement.
Build and manage reporting dashboards to track performance, identify trends, and deliver improvement both individually and in partnership with the data team.
Implement scalable processes and training programs to support team development and efficiency.
Develop a strategy for a remote call center with existing and temporary staff and implement the plan within the first year of hire
Oversee all day-to-day operations of the call center including scheduling services, patient communication, and call handling.
Hire onboard, and train new staff to support operational excellence and a strong team culture.
Conduct data-driven performance evaluations, capacity planning, and productivity goal setting
Monitor and improve key performance indicators tied to patient satisfaction, such as wait times, call resolution, appointment accuracy, patient satisfaction, and follow-up communication.
Determine and implement operational strategies based on needs assessments and resource planning.
Confirm that service levels and individual/team metrics are meeting or exceeding expectations by reviewing dashboards, EHR data, and phone system analytics.
Monitor call and scheduling workflows for accuracy, protocol adherence, and service quality, while maintaining the Call Center Training Guide to ensure efficiency.
Implement tools and processes (e.g., call monitoring, audits,) to evaluate staff and enhance the patient experience.
Collaborate with other departments to reduce barriers to care and optimize patient access.
Provide goal-oriented coaching, counseling, and corrective action as needed, in accordance with FHCHC policies.
Develop ongoing education and upskilling programs to support continuous improvement and employee engagement.
Investigate and resolve escalated patient or staff issues with a focus on resolution, quality, and learning.
Act as a subject matter expert and “super user” of Epic and other call center technology; provide troubleshooting and hands-on support during high-volume periods.
Collaborate with leadership to offer solution-focused recommendations for daily operational fixes and long-term improvements.
Represent the call center in bi-monthly cross-functional operations meetings and initiatives focused on improving workflows, access and quality of care.
Ensure compliance with HIPAA and all FHCHC policies related to patient communication and data privacy
Perform other duties as assigned to support the mission of FHCHC.