Call Center Operations Manager

HealthPartners•Wayzata, MN

15h•$36 - $55

About The Position

The Manager, Call Center Operations provides leadership and operational oversight for large, high-volume inbound and outbound healthcare appointment scheduling centers. The role is accountable for safe, accurate, and timely patient access and for achieving service, quality, productivity, workforce, and financial goals. It ensures consistent execution of scheduling, registration, and referral workflows; leads supervisors and frontline teams; designs future-state operations; governs workflows and resources; and uses performance data to align staffing and workflows with demand. The manager leads cross-functional implementations and builds alignment across patient-access organizations, partnering with clinic, physician, training, workforce, technology, and shared-service leaders to advance organizational strategy, improve access, and strengthen the patient experience. The role fosters an engaged, accountable, and inclusive culture while ensuring compliance with privacy, regulatory, labor, and organizational requirements.

Requirements

Bachelor’s degree in business, healthcare administration, operations, or a related field, or an equivalent combination of education and experience.
Five or more years of progressive leadership experience, including at least three years managing supervisors or teams in a high-volume contact center, patient access, or healthcare service environment.
Demonstrated experience overseeing inbound and outbound operations, workforce capacity, performance management, and continuous improvement.
Strong operational leadership, coaching, delegation, conflict-resolution, and change-management skills, with the ability to build engagement and accountability through leaders and frontline teams.
Ability to interpret call-center and patient-access data, including service level, speed to answer, abandonment, average handle time, schedule adherence, productivity, quality, accuracy, patient experience, and outbound work completion.
Working knowledge of workforce forecasting, staffing models, queue management, quality assurance, budget stewardship, and process improvement.
Knowledge of healthcare appointment scheduling, patient registration, referrals, privacy and confidentiality requirements, and escalation practices that safeguard patient access and safety.
Proficiency with electronic health records, telephony, workforce management, quality-monitoring, reporting, and Microsoft Office applications; ability to learn and optimize new technologies.
Excellent written, verbal, analytical, and interpersonal communication skills, with the ability to influence across a complex, matrixed organization and respond effectively to changing operational demands.

Nice To Haves

Healthcare contact center leadership experience supporting multiple sites, service lines, extended hours, union-represented employees, or remote/hybrid teams.
Contact center management, workforce management, Lean, Six Sigma, or project management certification.
Advanced experience with Epic scheduling and registration applications, contact center telephony, workforce-management, and quality-monitoring platforms.
Demonstrated success improving patient access, service levels, quality results, employee engagement, and operating efficiency in a large-scale environment.

Responsibilities

Direct daily operations for large inbound and outbound appointment scheduling centers across assigned locations and service lines; design future-state operating models, establish priorities, standardize workflows, remove barriers, and ensure accurate, timely, patient-centered service during routine and peak demand.
Own and monitor call center results, including service level, speed to answer, abandonment, handle time, schedule adherence, productivity, quality, scheduling accuracy, patient experience, and outbound work completion; analyze trends, communicate results, and lead corrective action and continuous improvement.
Lead, coach, and develop supervisors and other direct reports; set expectations; conduct performance reviews; and maintain accountability for hiring, onboarding, retention, recognition, development, corrective action, and succession planning. Foster an inclusive, respectful, and engaged work environment.
Govern scheduling workflows, standards, and resources across assigned patient-access operations. Partner with workforce planning to forecast demand, establish schedules and staffing plans, manage intraday coverage, and balance inbound service with outbound work. Adjust resources for volume, absence, system disruption, and business priorities while responsibly managing overtime and labor costs.
Lead cross-functional implementation of new services, technologies, operating models, and standardized processes. Align patient-access organizations and build relationships with clinic and physician leaders, training, quality, workforce, information services, telecommunications, patient accounting, and other partners. Align scheduling operations with clinical workflows and organizational strategy, resolve escalations, and sustain adoption of changes.
Ensure adherence to privacy and confidentiality requirements, scheduling and registration standards, labor agreements, regulatory requirements, internal controls, and organizational policies. Oversee timely investigation and resolution of patient, clinic, quality, and employee concerns.
Contribute to annual operating and capital plans; monitor labor, productivity, and expense performance; approve expenditures within authority; prepare operational reports; and perform other duties as assigned.