Call Center Manager

Call Center Manager

Fair Haven Community Health Care 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.

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. 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:

• Lead and develop a team of Call Center Leads, Representatives, and Appointment Specialists.
• Oversee daily call center operations, including patient scheduling, call handling, and communication workflows.
• Monitor and improve key performance indicators such as wait times, appointment accuracy, call resolution, productivity, and patient satisfaction.
• Build and maintain performance dashboards to identify trends, measure success, and drive continuous improvement.
• Develop and implement scalable processes, training programs, and a remote/hybrid call center strategy.
• Recruit, onboard, coach, and evaluate staff while fostering a culture of accountability and service excellence.
• Serve as a subject matter expert for Epic and call center technologies, providing operational support and guidance.
• Partner with clinical and operational leaders to improve patient access and remove barriers to care.
• Manage escalated patient and staff concerns with a focus on resolution and service recovery.
• Ensure compliance with HIPAA and organizational policies.

Qualifications

• Bachelor's degree required; significant relevant experience may be considered in lieu of degree. 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

Benefits

• Comprehensive Medical
• Health Savings Account (HSA)
• Vision and Dental Insurance
• Voluntary Benefits (Short-Term & Long-Term Disability)
• Paid Life Insurance
• Paid Holidays
• Generous Paid Time Off (PTO)
• 403(b) Retirement Plan with Employer Match

Our Culture

At Fair Haven Community Health, our culture is at the heart of everything we do. We are committed to improving the health and well-being of the communities we serve through equitable, high-quality, patient-centered care that is culturally responsive.

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 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.