Operations - Call Center Manager

Job Summary

The Call Center Manager is responsible for the overall leadership, administration, and daily operations of the centralized Call Center's agents, patient care coordinators, medical records, and referral department for Unicare Community Health Center. This position ensures patients receive timely, professional, and high-quality service while supporting efficient appointment scheduling, patient access, and communication across all clinic locations.

The Call Center Manager plans, organizes, directs, and evaluates all call center activities, including staffing, scheduling, quality assurance, employee performance, training, workflow development, and continuous process improvement. The Manager collaborates closely with Clinical Operations, Revenue Cycle, Information Technology, Quality Improvement, and other departments to improve patient access and achieve organizational goals.

Duties/Responsibilities:

The following reflects management's definition of essential functions for this job but does not restrict the task that may be assigned Management may assign or reassign duties and responsibilities to this job at any time with reasonable accommodation.

• Plan, organize, direct, and oversee the daily operations of the centralized Call Center's agents, patient care coordinators, medical records, referral department to ensure efficient service delivery, timely access to care, and exceptional patient experiences.
• Collaborate with clinical, operational, and administrative departments to implement new technologies, improve workflows, support strategic initiatives, and enhance operational efficiency and patient access.
• Ensure compliance with HIPAA, patient confidentiality requirements, organizational policies, and all applicable federal and state regulations while maintaining current knowledge of healthcare requirements affecting patient access and scheduling.
• Oversee patient access operations to ensure timely and accurate appointment scheduling, efficient call handling, accurate patient information, and patient-centered workflows that improve access to care and minimize appointment delays.
• Develop and oversee quality assurance and performance improvement programs by monitoring call quality, conducting audits, reviewing recorded calls, coaching staff, administering corrective action, and ensuring compliance with organizational customer service standards.
• Establish and monitor key performance indicators (KPIs), prepare operational reports and dashboards, analyze performance trends, and implement strategies to improve efficiency, productivity, service quality, and patient satisfaction.
• Develop and administer onboarding, training, and continuing education programs to ensure employees understand scheduling protocols, organizational policies, compliance requirements, and customer service expectations while supporting ongoing professional development.
• Demonstrate effective leadership skills through critical thinking, conflict management, negotiation, motivation, personnel development, time management, data analysis, and preparation of operational reports.
• Conduct regular staff meetings to communicate goals, review performance, address operational concerns, and promote collaboration and teamwork.
• Collect, analyze, and report operational and performance data to support decision-making, identify trends, and drive continuous improvement initiatives.
• Ensure appropriate staffing coverage by maintaining trained personnel resources, adjusting schedules as needed, and supporting operations during staffing shortages or increased demand.
• Maintain and update departmental policies, procedures, and workflow documentation to support operational consistency, compliance, and quality service delivery.
• Other duties as assigned.

Non- Essential Functions

• As directed by the Executive Vice President, performs other related and/or necessary task to achieve organizational and programmatic goals and objectives.

Professional Requirements

• Adhere to dress code, appearance is neat and clean.
• Maintain confidentiality at all times.
• Report to work on time and as scheduled as attendance and punctuality is necessary.
• Ability to work well with a multidisciplinary team.
• Ability to problem solve and be self-motivated.
• Must have reliable transportation.

Qualifications

• High School Diploma or GED required.
• Bachelor's degree in healthcare administration, Business Administration, public health, management, or a related field required.
• Master's degree preferred.
• Minimum five (5) years of progressive call center leadership experience.
• Minimum three (3) years managing a healthcare or medical call center preferred.
• Experience supervising multiple employees and managing performance.
• Experience developing workflows, policies, and operational procedures.
• Experience in a Federally Qualified Health Center (FQHC) preferred.
• Lean, Six Sigma, or quality improvement experience preferred.
• Bilingual in English/Spanish required.

Knowledge, Skills and Abilities

• Knowledge of HIPAA, patient confidentiality requirements, healthcare regulations, and organizational compliance standards.
• Knowledge of healthcare patient access operations, scheduling workflows, referral processes, and authorization processes.
• Knowledge of call center operations, workforce management principles, service level expectations, and performance metrics.
• Knowledge of quality assurance processes, performance improvement strategies, and customer service standards.
• Knowledge of Electronic Health Record (EHR) systems (eClinicalWorks, Epic, NextGen, or similar platforms).
• Knowledge of Microsoft Office Suite applications, including Word, Excel, PowerPoint, and Outlook.
• Knowledge of healthcare policies, procedures, and regulatory requirements affecting patient access and scheduling.
• Strong leadership, supervisory, and staff development skills.
• Excellent verbal and written communication skills.
• Strong customer service, relationship-building, and conflict resolution skills.
• Proficiency in analyzing operational data, identifying trends, and developing performance improvement strategies.
• Ability to recommend and implement technology, workflow, and process improvements to enhance efficiency.
• Strong organizational, problem-solving, and decision-making skills.
• Proficiency with Microsoft Office Suite, including advanced Excel skills for reporting and data analysis.
• Ability to manage multiple priorities and operational demands in a fast-paced healthcare environment.
• Ability to lead, coach, mentor, and develop high-performing teams.
• Ability to establish performance expectations, monitor outcomes, and support continuous improvement.
• Ability to maintain high patient satisfaction and promote a patient-centered service culture.
• Ability to achieve and maintain call center service level goals, including improved response times, reduced abandoned calls, and improved scheduling efficiency.
• Ability to foster a positive, professional, accountable, and collaborative work environment.
• Ability to ensure compliance with organizational policies, procedures, and regulatory requirements

Physical Requirements and Environmental Conditions

• Position requires reaching, sitting down for long periods of time, walking, bending, stooping, and handling objects with hands and/or fingers, talking and/or hearing, and seeing.
• Ability to do math, organize and prioritize workload, work effectively and efficiently under stress.
• Ability to supervise, multitask, understand and follow instructions.
• Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of the position.

Working Conditions

• Non-Ionizing Radiation (microwaves)
• Hazardous Exposure (chemical [E.G. Latex] and infectious)
• While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles
• The noise level in the work environment is usually moderate
• Ionizing Radiation (X-ray, Radioactive Isotopes)

Work Schedule

• You will generally be scheduled to work each day Monday through Friday, with starting times each day varying between 8:00 a.m. and 9:00 a.m. and ending time between 5:00 p.m. and 6:00 p.m., as required to meet the operational needs of the company.

You will need to travel to other clinic locations as needed for cross coverage support.

Our Mission

The mission of Unicare is to be a community health care organization that treats everyone with dignity, respect and cultural sensitivity to help create an environment in which all can prosper.