Patient Engagement & Call Center Manager

CloseKnit•Rockville, MD

10h•Hybrid

About The Position

The Patient Engagement & Call Center Manager is a hybrid position that leads the daily operations of our patient-facing call center and omnichannel engagement programs across our primary care network, which includes both in-person clinic locations and a growing virtual care practice. This role is critical to ensuring patients can seamlessly access the right care — whether in the exam room or on a screen — while delivering a consistent, compassionate experience at every touchpoint.

Requirements

Bachelor's degree in Healthcare Administration, Business, Communications, or a related field
4+ years of experience in call center, patient access, or care coordination management in a primary care or outpatient setting
Demonstrated experience supporting or managing telehealth or virtual care operations
Proven success leading teams of 10 or more in a fast-paced environment
Proficiency with EHR systems (e.g., Epic, Athenahealth, eClinicalWorks) and telehealth platforms
Strong knowledge of HIPAA and virtual care compliance requirements

Nice To Haves

Experience with patient engagement and CRM platforms (e.g., Phreesia, Klara, Salesforce Health Cloud, or similar)
Familiarity with primary care quality metrics, HEDIS measures, and value-based care models
Experience supporting underserved or complex patient populations
Bilingual or multilingual capabilities (Spanish a plus)

Responsibilities

Oversee inbound and outbound call center and in-clinic phone operations supporting appointment scheduling, care navigation, billing inquiries, and general patient support across clinic and telehealth lines
Manage scheduling workflows for both in-person primary care visits and virtual (video/phone) appointments, ensuring efficient utilization of provider capacity
Monitor and optimize KPIs including average handle time, first-call resolution, schedule fill rates, no-show rates, and patient satisfaction scores
Develop and maintain scripts, workflows, and escalation protocols tailored to both in-clinic and virtual care scenarios
Assist in execution proactive outreach programs including appointment reminders, annual wellness visit campaigns, chronic disease management check-ins, care gap closures, and post-visit follow-ups for both modalities
Identify and remove barriers to access — including transportation, technology literacy, and language — by connecting patients with appropriate resources or virtual alternatives
Partner with primary care providers and clinical staff to align engagement workflows with care team priorities and panel management goals
Support transitions between in-person and virtual care, ensuring patients understand their options and feel confident navigating both
Recruit, hire, train, and develop a team of patient engagement specialists and call center representatives
Ensure staff are well-versed in the nuances of scheduling and supporting both in-person and telehealth visits, including technology troubleshooting support for virtual patients
Conduct regular coaching, performance reviews, and professional development planning
Build a culture of empathy, accountability, and continuous improvement
Manage call center platforms and patient communication tools (e.g., ZenDesk/email, patient portal messaging)
Analyze trends in call volume, messaging, and patient feedback to identify improvement opportunities
Present performance dashboards and strategic recommendations to clinical and operational leadership
Evaluate and assess emerging AI tools and technologies to identify opportunities for operational improvement.
Collaborate cross-functionally to pilot, deploy and scale AI powered solutions
Ensure all operations comply with HIPAA, applicable telehealth regulations, and state licensing requirements for virtual care delivery
Oversee quality monitoring programs, including call reviews, patient satisfaction surveys, and virtual visit experience audits