Family Health Centers · 17 hours ago
Call Center Operations Manager
Okanogan County, WA
Full-time
Hybrid
Mid, Senior Level
$59K/yr - $78K/yr
3+ years expFamily Health Centers is a National Health Service Corps site dedicated to serving all patients without discrimination. The Call Center Operations Manager is responsible for leading the call conversion team, ensuring optimal scheduling efficiency, high-quality customer service, and alignment with organizational goals to enhance patient access to care.
DentalHealth CareHospitalMedicalNon Profit
Hiring Manager
DONNA HALE
Responsibilities
Drive a performance-based sales mindset, coaching staff to use persuasive, patient-centered communication that drives scheduled visits
Supervise and support the performance of call conversion staff and act as a liaison with any/all contracted call support vendors
Provide day-to-day leadership, coaching, and training to promote patient-centered customer service and effective appointment conversation, including the oversight and effective use of IVR (Interactive Voice Response) in FHC’s phone system
Coordinate with clinic-level leadership & staff to optimize provider schedules and appointment access
Achieve schedule fill rates and implement strategies to meet organizational access targets
Collect, analyze, and present data related to call center operations, including call-to-conversion rate, call volume, abandonment rate, call wait time, provider utilization, and time-to-fill metrics
Translate data insights into actionable plans to improve conversion and patient satisfaction
Serve as the organizational expert on scheduling policies, workflows, and tools
Develop and maintain standard operating procedures for call handling, scheduling, and non-clinical triage and escalation
Ensure call conversion staff appropriately identify clinical red flags that require escalation to licensed clinical professionals in accordance with established protocols
Support integration of clinic-defined protocols and best practices into call center workflows
Facilitate team meetings and participate in cross-departmental improvement initiatives
Address patient complaints and service recovery cases related to call center interactions
Ensure compliance with JC, HIPAA, HRSA, and other applicable regulations and standards
Collaborate with clinical supervisors, IT, billing, and QIP to ensure call center operations align with organizational priorities and compliance requirements
Lead and participate in continuous quality improvement (CQI) initiatives focused on access, scheduling accuracy, and patient communication
Assist in preparing data for Uniform Data System (UDS) reports and HRSA grant compliance as it relates to call center functions
Demonstrate cultural humility and ensure that staff meet patients at their level to provide support
Maintain and support emergency communication and after-hours call protocols as applicable
Act as a super-user or lead trainer for the scheduling module in the organization’s EHR system
Qualification
Required
At least 3 years in sales leadership or call center management with a strong emphasis on appointment setting, call volume, conversion tactics
Proven ability to coach persuasive communication and conversation-focused call behaviors
Proficient in EHR systems, call center technologies, Excel, and data visualization tools
Strong leadership and interpersonal communication
Analytical and problem-solving ability
Scheduling and non-clinical triage and escalation expertise
Patient-focused and mission-driven
Strong practitioner of cultural humility
Preferred
Healthcare experience preferred, but not required
Company
Family Health Centers
Family Health Centers offers health care, medical care, dental care, obstetrics, and pharmacy services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
J
Jesus Hernandez
Chief Executive Officer
Company data provided by crunchbase