Call Center Manager

Overview

Fair Haven Community Health Care (FHCHC) is a forward-thinking, dynamic community health center that provides care for multiple generations at over 143,000 office visits in 21 locations. Our Board of Directors includes patient members. We offer primary and specialty care services, as well as evidence-based patient programs to educate patients in healthy lifestyle choices. The mission of FHCHC is: “To improve the health and social well-being of the communities we serve through equitable, high quality, patient-centered care that is culturally responsive.”

For 53 years, FHCHC has been a healthcare leader focused on providing excellent, affordable primary care to all patients, regardless of insurance status or ability to pay. FHCHC is proud to have a motivated team of professionals who strive to enhance and improve the health and well-being of all patients. We believe everyone should have access to high-quality medical and dental care, regardless of ability to pay.

The Call Center Manager is responsible for the strategic, operational, and personnel leadership of the Call Center s role ensures efficient, patient-centered scheduling and communication that directly impact access to care, patient satisfaction, and organizational performance.

• Foster a culture of accountability, performance excellence, and continuous improvement.
• Build and manage reporting dashboards to track performance, identify trends, and deliver improvement in partnership with the data team.
• Implement scalable processes and training programs to support team development and efficiency.
• Develop a strategy for a remote call center with existing and temporary staff and implement the plan within the first year of hire.
• Oversee all day-to-day operations of the call center including scheduling services, patient communication, and call handling.
• Hire, onboard, and train new staff to support operational excellence and a strong team culture.
• Conduct data-driven performance evaluations, capacity planning, and productivity goal setting.
• Monitor and improve key performance indicators tied to patient satisfaction, such as wait times, call resolution, appointment accuracy, patient satisfaction, and follow-up communication.
• Determine and implement operational strategies based on needs assessments and resource planning.
• Ensure service levels and individual/team metrics meet or exceed expectations by reviewing dashboards, EHR data, and phone system analytics.
• Monitor call and scheduling workflows for accuracy, protocol adherence, and service quality; maintain the Call Center Training Guide to ensure efficiency.
• Implement tools and processes (e.g., call monitoring, audits) to evaluate staff and enhance the patient experience.
• Collaborate with other departments to reduce barriers to care and optimize patient access.
• Provide goal-oriented coaching, counseling, and corrective action as needed, in accordance with FHCHC policies.
• Develop ongoing education and upskilling programs to support continuous improvement and employee engagement.
• Investigate and resolve escalated patient or staff issues with a focus on resolution, quality, and learning.
• Act as a subject matter expert and “super user” of Epic and other call center technology; provide troubleshooting and hands-on support during high-volume periods.
• Collaborate with leadership to offer solution-focused recommendations for daily operational fixes and long-term improvements.
• Represent the call center in bi-monthly cross-functional operations meetings and initiatives focused on improving workflows, access, and quality of care.
• Ensure compliance with HIPAA and all FHCHC policies related to patient communication and data privacy.
• Perform other duties as assigned to support the mission of FHCHC.

• Bachelor’s degree required; equivalent combination of education and relevant experience will also be considered. Five years of experience in a call center environment, with 3+ years in a leadership or management capacity. Must have experience in a remote call center environment.
• Demonstrated success in building and scaling customer service teams in fast-paced environments.…