Call Center Manager

Job Description

Job Description

Fair Haven Community Health Care 

For over 54 years, FHCHC has been an innovative and vibrant community health center, catering to multiple generations with over 165,000 office visits across 21 locations. Guided by a Board of Directors, most of whom are patients themselves, we take pride in being a healthcare leader dedicated to delivering high-quality, affordable medical and dental care to everyone, regardless of their insurance status or ability to pay. Our extensive range of primary and specialty care services, along with evidence-based programs, empowers patients to make informed choices about their health. As we expand our reach to underserved areas, our commitment to prioritizing patient needs remains unwavering. FHCHC's mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, and culturally responsive patient-centered care.

 

Job purpose

This position is onsite/hybrid in New Haven, CT

The Call Center Manager is responsible for the strategic, operational, and personnel leadership of the Call Center at Fair Haven Community Health Care (FHCHC). This role ensures efficient, patient-centered scheduling and communication that directly impact access to care, patient satisfaction, and organizational performance.

Duties and responsibilities
Reporting to the Sr. Director of Clinical Operations, the Manager leads a team of call center staff including leads and representatives. This individual ensures that workflows, systems, and people align to provide timely, accurate, and compassionate service to our patients. A commitment to continuous quality improvement, innovation, and a highly satisfied patient experience is essential. Typical duties include but are not limited to:

• Foster a culture of accountability, performance excellence, and continuous improvement.
• Build and manage reporting dashboards to track performance, identify trends, and deliver improvement both individually and 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.
• Confirm that service levels and individual/team metrics are meeting or exceeding expectations by reviewing dashboards, EHR data, and phone system analytics.
• Monitor call and scheduling workflows for accuracy, protocol adherence, and service quality, while maintaining 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.

Qualifications

• 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. Experience in a remote call center environment preferred.
• Demonstrated success in building and scaling customer service teams in fast-paced environments. Experience in a healthcare setting preferred, and familiarity with federally qualified health centers (FQHCs)is highly preferred.
• Proficiency with Epic or other EHR systems, call center software, Microsoft Office Suite. Bilingual (English/Spanish) also required.

Direct Reports

• Call Center Leads
• Call Center Representatives
• Call Center Appointment Specialists

American with Disabilities Requirements:

External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.

Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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