Job Description

Are you an experienced call center leader ready to make a lasting impact in healthcare? A growing integrated healthcare organization is seeking a Call Center Operations Manager to oversee the daily performance, coaching, and continuous improvement of a high-volume Patient Concierge team.

This role blends hands-on support with strategic leadership—perfect for someone who’s passionate about service excellence, team development, and operational efficiency. You'll be based at our Medford headquarters and play a key role in supporting a geographically distributed Patient Concierge team.

Key Responsibilities

🔹 Leadership & People Development

• Lead and coach a team of 24 Patient Concierge Specialists who work remotely across various locations.
• Deliver real-time coaching, regular performance reviews, and training refreshers.
• Foster a positive, patient-focused culture that values accountability and compassion.
• Ensure team members feel connected to organizational goals and recognized for performance.

🔹 Call Center Operations

• Manage day-to-day operations of a healthcare call center including staffing, shift scheduling, and time-off approvals.
• Monitor call volumes, hold times, abandon rates, and agent productivity.
• Develop and refine SOPs to drive consistency, speed, and service quality.
• Provide hands-on support during peak times to assist with call queues and maintain service standards.

🔹 Patient Experience & Quality Assurance

• Resolve escalated patient concerns with empathy and professionalism.
• Conduct call monitoring and QA reviews to ensure top-tier service delivery.
• Enforce SLAs and champion process improvements that enhance the patient journey.

🔹 Data-Driven Decision Making

• Analyze performance metrics to identify trends and guide operational strategy.
• Prepare and present regular reports to senior leadership.
• Use insights to inform staffing decisions, workflow enhancements, and team training initiatives.

🔹 Tech & Cross-Functional Collaboration

• Manage the call center tech stack (phones, CRM, reporting tools).
• Ensure agents are proficient in software systems and workflows.
• Act as a key liaison between the call center and internal departments (Clinical Ops, IT, Admin) to streamline communication and resolve issues quickly.

Ideal Candidate Profile

✔ 5+ years in a high-volume call center, preferably in healthcare

✔ 2+ years in a team leadership or management role

✔ Strong communication, coaching, and conflict resolution skills

✔ Proficiency with call center software, CRM platforms, and reporting tools

✔ Calm, proactive, and solution-oriented in high-pressure situations

✔ Comfortable managing a dispersed team while reporting on-site in Medford, OR

Preferred Qualifications

• Bachelor’s degree in Healthcare Admin, Business, or related field
• Call Center Management Certification (e.g., CCMP, HDI)
• Familiarity with HIPAA and healthcare compliance standards
• Experience working cross-functionally with clinical and administrative teams
• Experience with Five9 Call Center software is a plus

If you’re a strategic Call Center Manager ready to take on a high-impact role, apply today!

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