HEALTHCARE CALL CENTER MANAGER

HEALTHCARE CALL CENTER MANAGER 

LOCATION

Irving, TX | Onsite

COMPENSATION & SCHEDULE

• $68,000 annually + semiannual performance bonus based on organizational and individual metrics

• Monday–Friday, 8:00 AM–5:00 PM; occasional overtime based on business needs

• Direct Hire

ROLE IMPACT

Lead a high-volume healthcare call center team of approximately 18 direct reports responsible for patient scheduling and access. This hands-on leadership role focuses on coaching, performance management, KPI analysis, root-cause identification, and operational improvement. Success means building an accountable, engaged team while improving scheduling conversion, productivity, quality, patient experience, and provider utilization.

They offer a comprehensive benefits package, retirement plan, PTO time, paid holidays, medical, dental, vision, disability, and life insurance.

KEY RESPONSIBILITIES

• Lead, coach, develop, and performance-manage approximately 18 call center and scheduling employees through one-on-ones, training, goal setting, feedback, and corrective action.

• Oversee daily patient scheduling and call center operations, including staffing, workload distribution, schedule adherence, service levels, and timely patient access.

• Monitor KPIs including call volume, conversion rates, quality, productivity, handle time, schedule adherence, utilization, and scheduling performance; identify root causes and implement measurable improvement plans.

• Manage escalated patient and scheduling concerns while evaluating workflows, staffing, training, processes, and systems for operational improvements.

• Partner with practice teams, providers, referral sources, and operational leadership while supporting hiring, onboarding, employee development, and HIPAA-compliant operations.

MINIMUM QUALIFICATIONS

• 3+ years of call center, contact center, customer service operations, patient access, healthcare scheduling, or related high-volume service experience.

• 2+ years of direct people-management experience in a call center, contact center, healthcare scheduling, patient access, or similar metrics-driven environment, including coaching and performance management.

• Demonstrated experience managing call center KPIs, conducting root-cause analysis, implementing performance improvements, and using Microsoft Excel including VLOOKUPs, PivotTables, and charts.

CORE TOOLS & SYSTEMS

• Microsoft Excel, including VLOOKUPs, PivotTables, and charts

• Contact-center systems and performance reporting tools

• CRM platforms

• Scheduling and practice-management systems

• EHR/EMR systems

• Workforce-management and quality-monitoring tools

PREFERRED SKILLS

• Healthcare call center leadership, patient access, medical scheduling, dental, surgical services, specialty healthcare, or another patient-facing environment.

• Experience supervising approximately 15–20+ employees and improving measurable results such as conversion, productivity, quality, service levels, schedule adherence, utilization, or handle time.

• Associate or bachelor’s degree and experience improving employee engagement, workflows, team performance, and operational processes.

LEGAL NOTICE

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