Call Center Manager

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. 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 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