Operations Manager- Primary Care Call Centers

Summary

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 2025.

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, call center agents, and support staff.

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 communicaty locations
* * On‑Ste work loctaion is 301 St. Paul Place, Baltimore, MD 21202*

• 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.
• Monitor call center performance throughout the day and adjust staffing, assignments, and workflows as necessary.
• Establish clear operational expectations and ensure consistent application of departmental policies, procedures, and service standards.
• Identify workflow inefficiencies and implement sustainable improvements that support patient access and organizational growth.
• Maintain operational readiness during system interruptions, unexpected staffing shortages, volume surges, and other business disruptions.
• Provide appropriate leadership availability and escalation support during and outside regular business hours when operational needs require it.

• Provide direct leadership, coaching, and performance oversight to supervisors, team leads, and other assigned staff.
• Ensure that leaders consistently communicate expectations, address performance concerns, and recognize strong employee contributions.
• Oversee recruitment, interviewing, selection, onboarding, training, and retention activities for the department.
• Conduct and oversee performance evaluations, coaching plans, corrective actions, and other employee‑relations processes in partnership with Human Resources.
• Promote accountability, professionalism, collaboration, fairness, and respect across all levels of the department.
• Develop leadership succession plans and identify employees with the potential for expanded responsibilities.
• Ensure that paid time off, attendance, scheduling, and flexible‑work decisions are handled consistently, timely, and in accordance with organizational policy.
• Encourage employee engagement and create an environment in which staff feel supported, informed, and comfortable…