CALL CENTER MANAGER

Mississippi Sports Medicine & Orthopaedic Center•Jackson, MS

15h

About The Position

The Call Center Manager provides operational leadership for centralized patient access and call center functions across a multi-site healthcare organization. This role is responsible for end-to-end oversight of call center performance, workforce management, systems optimization, reporting, and patient access outcomes. This position serves as both a people leader and hands-on operator—driving daily execution, improving workflows, solving problems independently, and supporting strategic patient access initiatives with minimal oversight. Reporting to the Director of Patient Access, this role partners across front-end operations to improve access, scheduling efficiency, and patient experience.

Requirements

Bachelor’s degree in Healthcare Administration, Business, Management, or related field preferred; equivalent experience may be considered.
Minimum 3–5 years of leadership experience in a call center, contact center, or patient access environment.
Experience managing high-volume operations and workforce planning.
Working knowledge of EHR scheduling systems, call routing platforms, and reporting tools.
Demonstrated success improving performance metrics and leading teams.

Nice To Haves

Multi-site healthcare operations experience.
Experience with AI-enabled call systems or automation tools.
Strong analytical and reporting background.
Hospitality or high-volume service operations leadership experience may be considered.

Responsibilities

Lead daily operations for inbound and outbound call center functions across all sites.
Monitor and manage call center performance metrics, including service levels, abandonment rates, call handling efficiency, and scheduling throughput.
Maintain abandonment rates below established targets (goal: <5%).
Monitor real-time call flow and adjust staffing resources dynamically to meet demand.
Ensure consistent adherence to scheduling protocols, workflows, and service standards.
Develop and manage staffing models to support peak coverage and operational demands.
Manage staff schedules, PTO coverage, contingency planning, and real-time adjustments.
Recruit, interview, hire, onboard, and retain call center team members.
Maintain appropriate staffing levels to support service expectations and access goals.
Conduct routine call audits and quality reviews.
Provide coaching, feedback, and performance development to staff.
Identify performance gaps and implement corrective action plans when needed.
Promote accountability while supporting team engagement and retention.
Drive reduction in repeat errors through structured coaching and follow-up.
Serve as operational owner for call center-related systems and workflows, including EHR scheduling workflows, call routing/telephony systems, automation and AI-enabled tools (e.g., voice bots, self-scheduling tools), and operational dashboards and reporting tools.
Troubleshoot system issues independently and coordinate vendor support as needed.
Optimize workflows to improve efficiency, reduce errors, and support patient access.
Train staff on proper system utilization and process adherence.
Produce and analyze daily, weekly, and monthly operational reports, including calls handled per agent, abandonment rate, scheduling accuracy, referral activity, and productivity and access metrics.
Use data to guide staffing decisions and operational improvements.
Present insights, trends, and recommendations to leadership proactively.
Support initiatives to improve speed-to-appointment and patient access outcomes.
Reduce scheduling errors and improve routing accuracy.
Support implementation and adoption of self-scheduling and automation initiatives.
Ensure proper routing of patients based on payer, provider, specialty, and urgency.
Partner with front desk, check-in, clinical teams, and referral coordinators to improve handoffs and workflows.
Promote collaboration and reduce process breakdowns across departments.
Support standardization of access workflows across locations.
Develop, maintain, and refine standard operating procedures for scheduling, escalation, and call handling processes.
Continuously improve processes using data, trends, and operational feedback.
Recommend and support implementation of best practices in patient access operations.