Call Center Manager

About Hoskinson Health & Wellness

Hoskinson Health & Wellness Clinic is a patient-centered healthcare clinic proudly serving Gillette and the surrounding community. Our mission is simple: to provide high-quality, compassionate care that helps our patients feel heard, supported, and empowered in their health journey.

We believe healthcare works best when it’s personal. Our team takes the time to build meaningful relationships with patients, focusing not just on symptoms, but on the whole person. From in-person care to patient access and communication, we strive to create a welcoming environment where patients feel supported at every step.

Just as we care deeply about our patients, we care about the people who make our clinic what it is—our team. At Hoskinson Health & Wellness, we value collaboration, integrity, accountability, and continuous learning. We are committed to creating a supportive workplace where team members are respected, encouraged to grow, and empowered to lead.

If you’re passionate about patient access, clinical excellence, and service leadership, Hoskinson Health & Wellness Clinic is a place where your work truly matters.

At Hoskinson Health & Wellness Clinic, we believe taking care of our team is just as important as taking care of our patients. That’s why we’re proud to offer an award‑winning benefits package designed to support your health, your family, and your future.

Our benefits go beyond the basics. We offer competitive compensation, comprehensive health coverage, paid time off, and additional perks that promote work‑life balance and well‑being. We understand that when our team feels supported and valued, they can provide exceptional service and care to our community.

Beyond benefits, you’ll find a culture built on teamwork, respect, and continuous improvement. We foster an environment where leaders are empowered, ideas are welcomed, and patient‑centered care is at the heart of everything we do.

When you join Hoskinson Health & Wellness, you’re not just accepting a job—you’re becoming part of a team dedicated to improving lives through compassionate, high‑quality care.

The Call Center Manager leads and manages the clinic’s call center operations, ensuring exceptional patient service, accurate clinical triage, and effective coordination of care. This role blends operational leadership with clinical expertise to support efficient call handling, staff development, performance improvement, and a patient‑centered experience.

The ideal candidate is a strong leader with nursing experience, excellent judgment, and the ability to drive quality and efficiency in a fast‑paced healthcare environment.

• Oversee daily call center operations including inbound calls, callbacks, scheduling, triage, and escalations
• Ensure calls are handled efficiently, professionally, and in alignment with clinic standards
• Support accurate triage protocols, nurse advice workflows, and escalation to providers as needed

• Collaborate with physicians, nursing leadership, and clinic operations to align protocols, workflows, and performance goals
• Maintain current knowledge of clinical guidelines, healthcare regulations, and patient access best practices

• Monitor key performance indicators (KPIs) such as call volume, hold times, abandonment rates, first‑call resolution, and patient satisfaction
• Lead process improvement initiatives to enhance efficiency, quality, and patient experience
• Prepare reports and present insights and recommendations to leadership

• Develop, update, and enforce policies and procedures for call handling, scheduling, documentation, and triage
• Ensure compliance with HIPAA, accreditation standards, and regulatory requirements
• Handle escalated patient or provider concerns and coordinate resolution across departments

• Supervise call center representatives, coordinators, and clinical staff assigned to call center duties
• Assist with onboarding,…