Operations Manager- Primary Care Call Centers

Mercy Medical Center • Baltimore, MD

1d • Onsite

About The Position

Mercy Medical Center is hiring an Operations Manager to oversee the Primary Care Call Centers. The role is responsible for the centers’ overall daily operations and performance, providing operational leadership for approximately 60 or more employees, including supervisors, team leads, and call center agents.

The Operations Manager ensures timely, accurate, patient-centered service while meeting organizational expectations for access, quality, productivity, workforce management, and employee engagement. Working closely with the Director of Practice Communications, the manager translates departmental strategy into daily operational plans and partners with primary care practices, providers, clinical teams, and other organizational departments. The role requires willingness to travel to community locations. The onsite work location is 301 St. Paul Place, Baltimore, MD 21202.

Requirements

• A bachelor’s degree in business administration, healthcare, or a related field is preferred; five years of progressively increasing management experience may replace the education requirement.
• An equivalent combination of relevant education, leadership experience, and contact-center experience may be considered.

Nice To Haves

• Experience working with electronic health records, call-management systems, workforce-management tools, and performance-reporting platforms is preferred.
• Experience with Epic or a comparable electronic health record system is strongly preferred.

Responsibilities

• Oversee daily Primary Care Call Center operations, including inbound and outbound calls, appointment scheduling, patient messages, referral support, and other assigned administrative functions.
• Ensure adequate staffing and leadership coverage for business hours, call volumes, patient demand, and operational priorities.
• Identify workflow inefficiencies and implement sustainable improvements that support patient access and organizational growth.
• Provide leadership availability and escalation support during and outside regular business hours when operational needs require it.
• Monitor and manage key performance indicators.
• Review performance dashboards, call reports, workforce data, and quality findings to identify trends and improvement opportunities.
• Develop corrective action plans when operational, quality, productivity, or patient-service expectations are not met.
• Promote a patient-centered culture emphasizing compassion, professionalism, accuracy, ownership, and timely resolution.
• Ensure employees follow approved scheduling guidelines, provider templates, session limits, escalation procedures, and documentation requirements.
• Develop productive working relationships with primary care practice leaders, providers, clinical teams, Information Technology, Human Resources, Patient Experience, and other organizational partners.
• Ensure departmental compliance with organizational policies, regulatory requirements, privacy standards, and established scheduling and documentation procedures.
• Maintain accurate employee, performance, coaching, and operational records.
• Demonstrate sound judgment, integrity, accountability, and appropriate stewardship of organizational resources.

Benefits

• Competitive health, prescription, vision, and dental benefits and wellness credit for eligible employees.
• 403(b) retirement plan with company match and catch-up provision.
• Paid time off and company-paid holidays.
• Reimbursement for tuition, books, and fees.
• Mental health resources and other employee wellness opportunities through the Employee Assistance Program.
• Employer-paid short- and long-term disability benefits for eligible employees.
• Voluntary benefits.
• Discounts on auto and home insurance and Verizon plans.
• Mercy's Rewards & Recognition Program.

What This Job Offers

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