Contact Center Manager | Full Time | Concord - in office

Concord Hospital • Concord, NH

10h • Onsite

About The Position

Under the general supervision of the CHMG Patient Contact Center Director and the Administrative Director of Primary Care, the Contact Center Manager oversees the daily operations of the CHMG Patient Contact Center. This role is responsible for ensuring an outstanding customer experience, leading agent development, and managing both new hire and ongoing employee training. The Contact Center Manager supports all aspects of Contact Center operations, overseeing agents who handle approximately 60,000 patient calls each month. The CHMG Patient Contact Center includes multiple specialized teams, such as telephone agents, medication refill and prior authorization, referrals, new patient enrollment, and nurse triage.

Requirements

• Minimum Bachelor’s degree, Master's degree preferred.
• 2–4 years of call center leadership experience, preferably within a healthcare environment, with a demonstrated record of delivering exceptional patient and customer experiences while maintaining low average call wait times.
• A deep understanding of call center technologies, particularly those used in healthcare operations, with the ability to drive innovation and deliver best-in-class service.
• Proven experience in project management and servant leadership within a fast-paced, patient-focused setting.
• Strong background in data analytics and change management, using insights to inform strategy, optimize workflows, and improve the overall patient access experience.
• Demonstrated ability to lead teams effectively while collaborating across departments such as clinical, administrative, and provider relations.
• Excellent verbal and written communication skills, with the ability to engage stakeholders at all levels, including providers, patients, and healthcare leadership.

Nice To Haves

• Master's degree preferred.

Responsibilities

• Ensure the highest level of customer support for all incoming patient calls.
• Recruit, train, develop, and manage staff performance.
• Monitor and maintain key performance indicators, including call abandonment rate, agent productivity, and service level.
• Scale call center staffing to meet fluctuating call volumes and demand.
• Demonstrate self-motivation and drive to consistently exceed customer expectations.
• Develop and implement comprehensive training materials and programs for staff.
• Effectively present information and respond to questions from managers, clients, patients, and the general public.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager