Call Center Manager

Hawai'i Island Community Health Center • Hilo, HI

3d

About The Position

The Call Center Manager oversees daily call center operations, ensuring patients receive professional, timely, and respectful service while supervising staff training, maintaining protocols, supporting patient access systems, and resolving customer service concerns. The Call Center Manager manages daily call center operations and supervises call center staff to ensure patients receive timely, professional, and compassionate service. Responsibilities include handling patient calls, scheduling appointments, directing urgent inquiries, maintaining accurate patient information and records, resolving complaints, monitoring team performance, providing staff training, preparing schedules and reports, and ensuring compliance with clinic policies, workflows, and HIPAA regulations.

Requirements

• High School graduate or GED certificate
• 2 or more years related experience and/or training
• General office and computer skills
• Ability to manage multiple tasks and deadlines
• Ability to follow direction
• Ability to take initiative to resolve patient concerns effectively

Nice To Haves

• 1 year of supervisory experience

Responsibilities

• Handling patient calls
• Scheduling appointments
• Directing urgent inquiries
• Maintaining accurate patient information and records
• Resolving complaints
• Monitoring team performance
• Providing staff training
• Preparing schedules and reports
• Ensuring compliance with clinic policies, workflows, and HIPAA regulations

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED