Call Center Manager
Fair Haven Community Health Care•New Haven, CT
•Hybrid
About The Position
This position is onsite/hybrid in New Haven, CT. 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.
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.
- Experience in a remote call center environment preferred.
- Demonstrated success in building and scaling customer service teams in fast-paced environments.
- Experience in a healthcare setting preferred, and familiarity with federally qualified health centers (FQHCs)is highly preferred.
- Proficiency with Epic or other EHR systems, call center software, Microsoft Office Suite.
- Bilingual (English/Spanish) also required.
Nice To Haves
- Experience in a remote call center environment preferred.
- Experience in a healthcare setting preferred, and familiarity with federally qualified health centers (FQHCs)is highly preferred.
Responsibilities
- Lead and develop a team of Call Center Leads, Representatives, and Appointment Specialists.
- Oversee daily call center operations, including patient scheduling, call handling, and communication workflows.
- Monitor and improve key performance indicators such as wait times, appointment accuracy, call resolution, productivity, and patient satisfaction.
- Build and maintain performance dashboards to identify trends, measure success, and drive continuous improvement.
- Develop and implement scalable processes, training programs, and a remote/hybrid call center strategy.
- Recruit, onboard, coach, and evaluate staff while fostering a culture of accountability and service excellence.
- Serve as a subject matter expert for Epic and call center technologies, providing operational support and guidance.
- Partner with clinical and operational leaders to improve patient access and remove barriers to care.
- Manage escalated patient and staff concerns with a focus on resolution and service recovery.
- Ensure compliance with HIPAA and organizational policies.
Benefits
- Comprehensive Medical
- Health Savings Account (HSA)
- Vision and Dental Insurance
- Voluntary Benefits (Short-Term & Long-Term Disability)
- Paid Life Insurance
- Paid Holidays
- Generous Paid Time Off (PTO)
- 403(b) Retirement Plan with Employer Match
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What This Job Offers
Job Type
Full-time
Career Level
Manager
