Call Conversion Manager - Hybrid

FAMILY HEALTH CENTERS•Okanogan, WA

1d•Hybrid

About The Position

The Call Conversion Manager is a mission-critical leadership role responsible for the daily operations, alignment with strategic direction, and relevant operational coordination with FHC clinics and the FHC call conversion staff. This position ensures optimal scheduling efficiency, market-driven campaigns, high-quality customer service, and timely patient access to care. The Call Conversion Manager will lead a hybrid (internal and remote) high-performing call conversion team focused on meeting organizational Key Performance Indicators (KPIs), including call-to appointment conversion, schedule fill rates, and access growth as a primary driver of organizational sustainability for Family Health Centers.

Requirements

Proven ability to coach persuasive communication and conversation-focused call behaviors
Proficient in EHR systems, call center technologies, Excel, and data visualization tools
Strong leadership and interpersonal communication
Analytical and problem-solving ability
Scheduling and non-clinical triage and escalation expertise
Patient-focused and mission-driven
Strong practitioner of cultural humility
At least 3 years in sales leadership or call center management with a strong emphasis on appointment setting, call volume, conversion tactics.

Nice To Haves

Healthcare experience preferred, but not required

Responsibilities

Drive a performance-based sales mindset, coaching staff to use persuasive, patient-centered communication that drives scheduled visits.
Supervise and support the performance of call conversion staff and act as a liaison with any/all contracted call support vendors.
Provide day-to-day leadership, coaching, and training to promote patient-centered customer service and effective appointment conversation, including the oversight and effective use of IVR (Interactive Voice Response) in FHC’s phone system.
Coordinate with clinic-level leadership & staff to optimize provider schedules and appointment access.
Achieve schedule fill rates and implement strategies to meet organizational access targets.
Collect, analyze, and present data related to call center operations, including call-to-conversion rate, call volume, abandonment rate, call wait time, provider utilization, and time-to-fill metrics.
Translate data insights into actionable plans to improve conversion and patient satisfaction.
Serve as the organizational expert on scheduling policies, workflows, and tools.
Develop and maintain standard operating procedures for call handling, scheduling, and non-clinical triage and escalation.
Ensure call conversion staff appropriately identify clinical red flags that require escalation to licensed clinical professionals in accordance with established protocols.
Support integration of clinic-defined protocols and best practices into call center workflows.
Facilitate team meetings and participate in cross-departmental improvement initiatives.
Address patient complaints and service recovery cases related to call center interactions.
Ensure compliance with JC, HIPAA, HRSA, and other applicable regulations and standards.
Collaborate with clinical supervisors, IT, billing, and QIP to ensure call center operations align with organizational priorities and compliance requirements.
Lead and participate in continuous quality improvement (CQI) initiatives focused on access, scheduling accuracy, and patient communication.
Assist in preparing data for Uniform Data System (UDS) reports and HRSA grant compliance as it relates to call center functions.
Demonstrate cultural humility and ensure that staff meet patients at their level to provide support.
Maintain and support emergency communication and after-hours call protocols as applicable.
Act as a super-user or lead trainer for the scheduling module in the organization’s EHR system.