Call Center Manager; Outreach

Lead the Voice of WIS
- Bring Patients Back In and Keep 19+ Centers Full

Women’s Imaging Specialists (WIS) is on a mission: deliver exceptional, compassionate breast imaging to every woman we serve. With 19+ outpatient centers across Georgia and Alabama and 160+ team members, we’re growing fast.

We’re hiring a Call Center Manager (Outreach) to lead our centralized Outreach team. You’ll directly manage team members who are focused on proactive outbound outreach - the team responsible for bringing patients back in who have missed their appointment, asked to reschedule, or need a confirmation nudge. You’ll own the KPIs, the coaching, the culture, and the outreach strategy that reduces delays in care and keeps our schedules full.

This is a team-player, player-coach role. You’ll collaborate closely day-to-day with our current Scheduling Manager to align on priorities, coverage, and workflows - not operate in a silo. You’ll also be comfortable managing remote employees, keeping a distributed team engaged, accountable, and connected to our PINK standard.

• Our Passion Runs PINK
  - You Bring Patients Back:
  Your team is the reason a woman who missed her mammogram gets rescheduled, not lost to follow-up. Every successful outreach call ensures continuity of care. This role is about second chances - making sure no patient falls through the cracks.
• True Partnership:
  You’ll work side-by-side with our current Scheduling Manager as thought partners - sharing insights, coordinating on capacity needs, and presenting a united front to Operations. We’re looking for a collaborator, not a competitor.
• Data-Driven Impact
  - Measured on What Matters:
  You’ll manage to outreach KPIs that matter: outbound dials to connects, reschedule success rate, confirmation call completion, no-show recovery rate, and % of patients successfully getting back on the schedule. If you love turning lists into booked appointments, you’ll love this dashboard.
• Elite Team Culture:
  We’re collaborative and mission-driven. You’ll build a team known for warmth, persistence, and precision - including managing remote team members with clear expectations and strong engagement.
• Work-Life Balance That’s Real:
  Monday-Friday, 8:00 AM-5:00 PM. No holidays, no on-call.
• Benefits That Start Fast:
  Health, dental, vision + PTO start day 61. 401(k) with up to 4% match after 6 months.

• Lead, Coach & Develop
  - In Office and Remote
• Hire, onboard, and train new Outreach team members on Infinitt EMR, Phreesia, phone scripts, prep instructions, and HIPAA
• Conduct weekly 1:1s, monthly QA coaching sessions, and annual performance reviews with clear development plans - for both on-site and remote staff
• Build a culture of empathy + persistence through recognition, real-time feedback, and career pathing
• Manage attendance, PTO requests, and daily assignments to ensure outreach lists are worked thoroughly and on time
• Partner closely with the current Scheduling Manager on hiring, training standards, and workflow alignment

• Monitor daily dashboards: outreach attempts, contact rate, reschedule rate, confirmation completion, no-show recovery, schedule fill rate
• Conduct 8-10 QA audits per team member per month: evaluate HIPAA compliance, script adherence, empathy, persistence, and data entry accuracy in Infinitt
• Analyze trends, conduct root-cause analysis, and present weekly/monthly performance reports to leadership with action plans
• Calibrate QA scoring with the Scheduling Manager and leadership to ensure fairness and consistency

• Direct daily proactive outreach: assign and monitor No-Show lists, Worklists, Reschedule queues, Recall lists, and confirmation call queues
• Track and improve…