Contact Center Manager

The Medical Contact Center Manager will build and lead our patient access and communication hub.

This role will oversee the launch, daily operations, and continuous improvement of our first contact center, ensuring patients experience timely, compassionate, and efficient support at every touchpoint.

The Manager will lead and develop a high-performing team, implement best-in-class workflows and technologies, and partner closely with clinical and administrative departments to optimize scheduling, patient inquiries, and overall access to care.

The ideal candidate combines strong leadership, operational expertise, and a patient-centered mindset to drive performance, quality, and an exceptional patient experience.

This position description should not be interpreted as all-inclusive.

It is intended to identify the major responsibilities and requirements of this position.

The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this position description.

• Conducts Quality Assurance activities (e.g., call monitoring, guidance, database analysis) which focuses on the continuous development of the consistency in compliance and accuracy of both verbal and written communications.
• Utilizes tools to monitor patient calls and ensures team is providing excellent customer service.
• Demonstrates the ability to organize, manage and prioritize assigned work tasks
• Delivers efficient time management strategies when performing medical information activities following all required legal compliance standards.
• Ensures new hire training is comprehensive, up to date and completed within defined timelines, resulting in an employee’s ability to work independently.
• Responsible for providing quality customer support through active listening, patience, empathy, and problem-solving skills even through complex situations
• Monitors call volume and related activities on a consistent basis; provides management with periodic reports to facilitate staffing/process decisions.
• Facilitates and assists team with key projects for the group and coordinates with interdisciplinary partners as required.
• Collaborates with other departments, including clinical staff, IT, and administrative teams, to streamline processes and enhance overall efficiency; Participate in interdisciplinary meetings and committees to drive process improvements and enhance patient outcomes.
• Oversee the day-to-day operations of the medical contact center, including managing incoming calls, emails, and other forms of communication.
• Lead and manage a team of contact center agents, providing guidance, support, and training as needed.
• Develop and implement policies, procedures, and protocols to ensure the highest quality of service delivery.
• Utilize strong leadership abilities to foster a positive work environment and promote teamwork and collaboration among contact center staff.
• Monitor and evaluate contact center performance metrics, such as call volume, response times, and customer satisfaction, and implement strategies for continuous improvement.
• Ensure compliance with HIPAA regulations and other relevant healthcare standards and guidelines.
• Handle escalated patient inquiries and complaints in a professional and timely manner.
• Provide regular reports and updates to senior management on contact center performance and key metrics.
• Stay informed about developments in healthcare technology, communication systems, and contact center best practices, and make recommendations for implementation as appropriate.
• Supervise, mentor, and empower a team of contact center agents to deliver high-quality service to patients and healthcare providers. Provide ongoing training, coaching, and performance feedback to ensure the team meets or exceeds performance goals.
• Manage all aspects of the medical contact center, including call routing, appointment scheduling, patient triage, and follow-up communication. Monitor call volume, response times, and service levels to ensure optimal performance and patient satisfaction.
• Champion a patient-centered approach to care delivery, ensuring that all interactions with patients and their families are conducted with empathy, professionalism, and respect. Address patient inquiries, concerns, and complaints promptly and effectively, escalating issues as needed to achieve resolution.
• Develop and implement strategic plans and initiatives to optimize the efficiency and effectiveness of the medical contact center operations.
• Maintain strict confidentiality guidelines, regarding all clients, conversations , referrals of work and information, based on PIHC’s policies and procedures.
• Other duties as assigned

• Excellent communication, interpersonal, and conflict resolution skills, with a demonstrated ability to interact effectively with diverse stakeholders.
• Experienced in working with culturally diverse populations
• Must have strong computer system skills.
• Must have ability to work in a fast-paced environment and attention to detail
• Ability to work as a team member and lead the Contact Center Team.
• Proficiency in Microsoft Office Suite and other relevant software applications.
• Experience with call center technologies and relevant EHR databases.
• Flexible, and detail-oriented, with a positive attitude, and a strong ability to multitask, prioritize projects, and communicate at all levels within the company.

• Professional degree or certification in nursing, public health administration, health care administration, business administration, or related field

• Minimum of five (5) years of clinical experience in various healthcare settings
• Prefer at least two (2) years of experience in a leadership or management role within a contact center or customer service environment.
• Maintain current licensure, as well as current CPR