Call Center Operations Manager
About The Position
A leading healthcare organization is seeking an experienced Director of Patient Access to oversee and optimize its centralized call center, patient scheduling operations, and overall patient access experience. This is a hands-on leadership role requiring someone who can manage teams, streamline operations, implement systems, and drive measurable improvements in efficiency, patient satisfaction, and appointment availability. The ideal candidate is a strong operational leader with experience managing high-volume call centers, developing teams, and using data and technology to improve performance.
Requirements
- Proven leadership experience in call center operations, patient access, or a similar high-volume service environment.
- Strong experience managing managers, developing teams, and driving operational accountability.
- Excellent understanding of call center KPIs, workforce management, and performance optimization.
- Demonstrated ability to build systems, improve workflows, and implement operational efficiencies.
- Strong analytical skills and experience using data to drive decisions.
- Tech-savvy, organized, proactive, and comfortable leading change.
- Excellent communication, problem-solving, and leadership skills.
Nice To Haves
- Healthcare or medical scheduling experience strongly preferred.
Responsibilities
- Oversee all patient access operations, including the centralized call center, appointment scheduling, and coordination across departments.
- Lead and develop call center managers and staff, establishing clear performance expectations, accountability, and training programs.
- Improve scheduling processes to maximize appointment availability, reduce wait times, and minimize cancellations and no-shows.
- Establish and monitor KPIs, including call volume, answer rates, hold times, scheduling accuracy, and patient satisfaction.
- Develop dashboards and reporting systems to track performance and identify opportunities for improvement.
- Standardize workflows, scheduling guidelines, call scripts, and escalation procedures.
- Collaborate with department leaders, practice managers, and medical directors to ensure efficient patient access.
- Implement technology, automation, and process improvements to streamline operations and enhance the patient experience.
- Ensure a consistently professional, efficient, and patient-centered experience across all interactions.
- Support operational expansion, including onboarding new providers, departments, and locations.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
