Call Center Manager

Job Description

Job Description

Position Overview

We are seeking a dynamic and results-driven Call Center Manager to lead our centralized patient communication team. In this pivotal leadership role, you will oversee the daily operations of our multi-location call center, build a culture of excellence, and drive performance outcomes that support both patient satisfaction and practice growth.

Key Responsibilities

Lead, mentor, and manage a team of call center representatives to meet performance, quality, and conversion targets

Monitor real-time metrics including call volume, response time, abandonment rate, and appointment conversions

Implement coaching programs, SOPs, and scripts to enhance team efficiency and patient communication

Analyze performance data and patient feedback to improve workflows and service standards

Collaborate with marketing, clinical, and front office teams to ensure seamless patient experience

Manage workforce scheduling and coverage to ensure service continuity across all operational hours

Develop onboarding and training modules for new agents and support ongoing education

Ensure compliance with HIPAA, company policies, and service excellence protocols

Qualifications

3–5+ years of experience in call center management or customer service leadership, preferably in healthcare or dental

Strong team leadership and coaching abilities

Data-driven with excellent analytical and reporting skills

Clear, empathetic communicator with strong interpersonal skills

Experience with VOIP systems, CRM platforms, and patient communication tools (Weave, Salesforce, Solutionreach, etc.)

Bachelor's degree in Business, Management, Healthcare Administration, or a related field (preferred)

What We Offer

Competitive base salary with performance-based incentives

Full benefits package including medical, dental, vision, and 401(k)

Professional development opportunities

A supportive and collaborative leadership team

An opportunity to shape and scale an impactful patient-facing function

Why This Role Matters

As our Call Center Manager, your leadership will directly impact our brand reputation, new patient growth, and clinic efficiency. You will build and scale a high-performing team that plays a critical role in delivering a best-in-class patient experience—starting from the very first call.

Equal Opportunity Employer

We are proud to be an equal opportunity employer and value diversity at every level of our organization. We welcome applicants from all backgrounds.