Manager, Patient Contact Center Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide daily leadership for around 24 U.S.-based and offshore contact center agents.

• Oversee inbound and outbound patient contact center operations spanning multiple healthcare organizations, specialties, and locations.

• Set staffing levels, schedules, queue coverage, and workforce management practices.

• Monitor operational KPIs such as call volumes, service levels, abandonment rates, average speed of answer, productivity, and schedule adherence.

• Create standardized operating procedures, call workflows, scripts, escalation protocols, and service standards.

• Identify bottlenecks and implement solutions to enhance contact center performance.

• Recruit, onboard, train, coach, and develop contact center staff.

• Conduct call reviews, quality assurance evaluations, coaching sessions, and performance assessments.

• Develop agent scorecards and performance management processes.

• Collaborate with offshore resources and vendors to ensure consistent service, quality, productivity, and patient experience standards.

• Enhance new-patient inquiry-to-appointment conversion rates and recover missed calls and unconverted inquiries.

• Work with Marketing and Operations on patient acquisition, lead management, CRM workflows, and attribution.

• Develop and expand outbound initiatives including lead follow-up, missed-call recovery, appointment confirmation, cancellation recovery, no-show recovery, reactivation, recall, and referral follow-up.

• Establish outbound workflows, calling cadences, scripts, disposition codes, metrics, and reporting.

• Drive the adoption and optimization of AI-enabled contact center technology, evaluating AI voice, automation, and human-agent use cases.

• Design, test, implement, and refine AI calling workflows and escalation processes between AI and human agents.

• Monitor AI interactions for accuracy, patient experience, compliance, scheduling performance, and conversion rates.

• Identify opportunities for AI-assisted quality assurance, transcription, coaching, agent assistance, follow-up, and workflow automation.

• Create dashboards and reporting for contact center, scheduling conversion, outbound engagement, patient experience, and cost metrics.

• Translate performance data into actionable recommendations for executive and operational leadership.

• Collaborate with Marketing, Operations, clinical leadership, IT, technology vendors, and other stakeholders.

• Support integration between the contact center, CRM, EHR, scheduling systems, call analytics platforms, and workforce management systems.

• Establish KPIs, scorecards, quality assurance programs, standardized processes, outbound capabilities, AI strategy, and a scalable operating model within the first year.

⛳️ Requirements

• 5+ years of progressive experience in contact center operations.

• 3+ years of direct management experience in a contact center, including oversight of agent performance, staffing, coaching, quality, and operational KPIs.

• Proven experience managing a high-volume inbound contact center.

• Demonstrated experience in developing or managing outbound contact center programs.

• Direct experience with implementing, integrating, optimizing, or managing AI-enabled contact center technology, including AI voice applications.

• Strong knowledge of contact center technologies, call routing, workforce management, quality assurance, and performance reporting.

• Proven ability to leverage operational data to enhance employee performance and customer/patient outcomes.

• Experience in managing remote or geographically dispersed teams.

• Exceptional leadership, coaching, communication, and change-management skills.

• Strong analytical and problem-solving abilities.

• Capacity to operate effectively in a rapidly growing, multi-organization environment.

• Availability to work primarily during Eastern and Central Time business hours.

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or a related field is preferred.

• Equivalent combinations of education and significant relevant contact center leadership experience will also be taken into account.

• Preferred: Experience in healthcare contact center operations, centralized scheduling, patient access, or patient services.

• Preferred: Experience supporting multi-location physician practices, specialty healthcare organizations, MSOs, ambulatory healthcare, or other multi-site healthcare operations.

• Preferred: Experience managing a blended U.S.-based and offshore workforce.

• Preferred: Experience directly overseeing offshore teams or BPO partners in the Philippines or comparable markets.

• Preferred: Familiarity with CRM platforms, EHR/EMR systems, scheduling technology, call analytics platforms, and workforce management systems.

• Preferred: Experience with HubSpot or similar CRM platforms.

• Preferred: Experience with healthcare call analytics and patient acquisition platforms.

• Preferred: Experience implementing AI voice agents for inbound and/or outbound calling.

• Preferred: Experience with conversational AI, automated QA, call transcription, sentiment analysis, agent-assist technology, or similar contact center automation.

• Preferred: Experience establishing a contact center operation during a significant growth or transformation period.

• Preferred: Knowledge of HIPAA and healthcare patient privacy requirements.

🏝️ Benefits

• Additional compensation and benefits may be available in accordance with company policies.