Call Center Manager (Outreach)

Description

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.

Why You’ll Love Leading Here:

• 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.

What You’ll Own Day-to-Day:

• 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

Own Outreach KPIs & Quality

• 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

Drive Outreach & Fill Capacity

• Direct daily proactive outreach: assign and monitor No-Show lists, Worklists, Reschedule queues, Recall lists, and confirmation call queues
• Track and improve conversion: how successful the team is at getting patients back on the schedule
• Partner with Marketing on recall campaigns and seasonal pushes (e.g., Breast Cancer Awareness Month)
• Partner with Operations and the Scheduling Manager on site-specific capacity: which locations/modalities need the most outreach support
• Standardize outreach scripts and track conversion rates by team member and campaign

Optimize Workflows & Systems

• Standardize outreach protocols, prep instruction scripts, and site-specific rules across all 19+ centers
• Optimize use of Infinitt EMR, Phreesia, and Excel reporting
• Serve as escalation point for complex patient concerns and site manager requests
• Ensure 100% HIPAA compliance and audit-ready documentation

You Are:

• Highly organized, proactive, and detail-oriented — you create systems so no patient falls through the cracks
• Calm under pressure — you stay solution-oriented during high volume or staffing shortages
• An excellent communicator — you can present to executives and coach a new hire with equal skill
• Trustworthy with confidential information and committed to excellent attendance

Logistics:

Type: Full-time, Exempt, in-office 5 days/week (with remote team management responsibilities)

Location Path: Starts in Cumming, GA for the first few weeks training side-by-side with the current Scheduling Manager ? transitions to Dacula, GA ? end location will be Alpharetta, GA

Current Hub: Cumming or Hamilton Mill (Dacula, GA) scheduling hub

Schedule: Monday-Friday, 8:00 AM- 5:00 PM EST

Pay: $58,000 - $60,000

Women’s Imaging Specialists is a proud Equal Opportunity Employer. We celebrate diversity and participate in E-Verify. Pre-employment drug screen and background check required. WIS is a certified Drug Free Workplace.

Requirements

Required:

• 2+ years directly managing a high-volume call center team of 5+ agents (healthcare, radiology, patient access, or revenue cycle strongly preferred)
• Proven track record of hitting KPIs
• Expert in workforce management: forecasting call volume, building schedules, managing real-time adherence, handling call-outs
• Technologically proficient: PACS/RIS + ACD phone systems + advanced Excel (pivot tables, VLOOKUP, dashboards), Outlook, Teams
• Exceptional coach: you develop people, give direct feedback kindly, document performance, and retain top talent
• High school diploma required

Preferred:

• Bachelor’s degree in Business, Healthcare Administration, or related field
• Radiology, imaging center, or women’s health background
• Bilingual Spanish leadership capability (large patient population)
• Experience with Phreesia, PACS/RIS, and Excel