Operations Manager- Primary Care Call Centers

Working closely with the Director of Practice Communications, the manager translates departmental strategy into daily operational plans and maintains strong partnerships with primary care practices, providers, clinical teams, and other organizational departments. The Operations Manager ensures that the call center delivers timely, accurate, and patient-centered service while meeting organizational expectations for access, quality, productivity, workforce management, and employee engagement.

Overview:

 

Join Our Team at Mercy Medical Center – Now Hiring an Operations Manager overseeing our Primary Care Call Center!

 

Mercy Medical Center is honored to be recognized by Newsweek as one of America's Most Trustworthy Companies for three consecutive years (2023–2025) and as one of America's Greatest Workplaces for Women in 2025. Additionally, we are proud to be a multi-time recipient of Forbes' America's Best Midsize Employers award, most recently in 2026.

 

As a hospital founded by the Sisters of Mercy, we offer a supportive and empowering environment where dedicated medical professionals thrive. If you're passionate about making a meaningful impact through your work and contributing to a mission of compassionate care, we invite you to apply today and join our Mercy family.

 

The Operations Manager is responsible for the overall daily operations and performance of the Primary Care Call Centers. This position provides operational leadership for approximately 60+ employees, including supervisors, team leads and call center agents

 

The Operations Manager ensures that the call center delivers timely, accurate, and patient-centered service while meeting organizational expectations for access, quality, productivity, workforce management, and employee engagement. Working closely with the Director of Practice Communications, the manager translates departmental strategy into daily operational plans and maintains strong partnerships with primary care practices, providers, clinical teams, and other organizational departments.  *Must be willing to travel to community locations*  *On-Ste work location is 301 St. Paul Place, Baltimore, MD 21202*

Responsibilities:

Operational Leadership

• Oversee all daily operations of the Primary Care Call Center, including inbound and outbound call activity, appointment scheduling, patient messages, referral support, and other assigned administrative functions.
• Ensure adequate staffing and leadership coverage to support business hours, call volumes, patient demand, and operational priorities.
• Identify workflow inefficiencies and implement sustainable improvements that support patient access and organizational growth.
• Provide appropriate leadership availability and escalation support during and outside regular business hours when operational needs require it.

Performance and Quality Management

• Monitor and manage key performance indicators (KPI)
• Review performance dashboards, call reports, workforce data, and quality findings to identify trends and improvement opportunities.
• Develop corrective action plans when operational, quality, productivity, or patient-service expectations are not met.

Patient Access and Service Excellence

• Promote a patient-centered culture that emphasizes compassion, professionalism, accuracy, ownership, and timely resolution.
• Ensure that employees follow approved scheduling guidelines, provider templates, session limits, escalation procedures, and documentation requirements.

• Develop productive working relationships with primary care practice leaders, providers, clinical teams, Information Technology, Human Resources, Patient Experience, and other organizational partners.

Compliance and Professional Responsibility

• Ensure departmental compliance with organizational policies, regulatory requirements, privacy standards, and established scheduling and documentation procedures.
• Maintain accurate employee, performance, coaching, and operational records.
• Demonstrate sound judgment, integrity, accountability, and appropriate stewardship of organizational resources.

Qualifications:

Education and Work Experience:

• Preferred; a degree in Bachelor of Business Administration or Science Degree in Healthcare or related field- 5 years of progressively increasing management experience can replace the education requirement.
• An equivalent combination of relevant education, leadership experience, and contact-center experience may be considered.
• Experience working with electronic health records, call-management systems, workforce-management tools, and performance-reporting platforms preferred.
• Experience with Epic or a comparable electronic health record system is strongly preferred

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Min: USD $29.45/Hr. Max: USD $48.59/Hr. Salary Information: Compensation decisions are made in alignment with internal equity, role scope, and market data to ensure fair and consistent pay practices. Most new hires are typically placed within the lower to mid-portion of the range; offers above that level are reserved for candidates with advanced or highly specialized qualifications. Benefits:

Benefits Eligibility is based on your scheduled FTE status and Job Category

• Competitive health, prescription, vision and dental benefits & wellness credit for eligible employees
• 403(b) retirement plan with generous company match and “catch up” provision
• Paid Time Off (PTO) & company paid holidays
• Reimbursement for tuition, books and fees
• Mental Health resources and other employee related wellness opportunities through our Employee Assistance Program
• Employer paid Short & Long Term Disability benefits for eligible employees
• Voluntary Benefits
• Discounts on auto & home insurance and Verizon plans
• Mercy’s Rewards & Recognition Program rewarding employees for going above and beyond in living Mercy’s Mission and Values

EEO Statement:

Mercy Health Services is sponsored by the Sisters of Mercy. We are an Equal Opportunity Employer (EEO) recruiting talent for Mercy Health Services, which serves the greater Baltimore Metro and surrounding Maryland areas.