Call Center Manager

Position Summary

The Call Center Manager is responsible for the overall leadership, performance, and day-to-day operations of the RadX centralized call center. The position currently provides direct leadership to approximately 15-20 call center employees; however, the department is expected to continue growing as RadX expands its operations, patient volume, and geographic footprint.

A primary responsibility of this role is to drive and sustain a high level of service to every patient. The Call Center Manager will establish clear service expectations, reinforce a patient-first culture, monitor the quality of patient interactions, and ensure that employees consistently demonstrate professionalism, empathy, responsiveness, accuracy, and ownership when assisting patients.

The Call Center Manager will also be responsible for effectively scaling the call center operation as staffing and service demands increase. This includes developing appropriate staffing models, leadership structure, workflows, performance standards, training processes, and reporting capabilities necessary to support continued organizational growth.

The Call Center Manager is accountable for maintaining high levels of patient satisfaction, employee productivity, scheduling accuracy, call quality, and operational efficiency while ensuring the department is positioned to support future growth.

The position requires a hands-on leader who is comfortable managing people, performance metrics, patient-service expectations, and operational change in a fast-paced and evolving healthcare environment.

Essential Duties and Responsibilities

Leadership and Employee Management

• Provide direct supervision, leadership, coaching, and performance management for the call center team, currently consisting of approximately 15-20 employees and expected to grow as business needs expand.

• Establish and reinforce a culture of exceptional patient service, accountability, professionalism, and responsiveness.

• Clearly communicate expectations regarding how patients are greeted, assisted, supported, and followed through to resolution.

• Coach employees on communication skills, empathy, active listening, ownership, problem resolution, and professional telephone etiquette.

• Assess the need for additional supervisory, lead, or support positions as the department grows and make recommendations to leadership.

• Develop a scalable management structure capable of supporting increased staffing, patient volume, and operational complexity.

• Establish clear individual and team performance expectations.

• Conduct regular employee coaching, performance discussions, and team meetings.

• Address attendance, productivity, behavioral, service, and performance concerns promptly and consistently.

• Partner with Human Resources regarding employee relations, corrective action, performance improvement plans, and other employment matters.

• Participate in interviewing, hiring, onboarding, and training new employees.

• Identify employee development opportunities and provide ongoing feedback and coaching.

• Promote a professional, accountable, patient-focused, and collaborative work environment.

Patient Experience and Service Excellence

• Serve as the leader responsible for driving a consistently high level of patient service across the call center.

• Establish measurable patient-service standards and hold employees accountable for meeting those expectations.

• Ensure patients are treated with courtesy, empathy, respect, urgency, and professionalism during every interaction.

• Promote a patient-first approach in which employees take ownership of patient needs and work toward timely resolution rather than simply transferring or redirecting concerns.

• Monitor patient interactions for quality, tone, accuracy, professionalism, and effectiveness.

• Review patient complaints, service failures, escalations, and recurring concerns to identify root causes and corrective actions.

• Personally intervene in escalated patient situations when appropriate.

• Develop processes for recovering from service failures and ensuring patient concerns are appropriately addressed.

• Partner with clinic leadership to ensure consistent service expectations between the call center and clinic locations.

• Identify trends affecting the patient experience and implement improvements in workflow, staffing, training, or communication.

• Reinforce the importance of minimizing unnecessary transfers, long hold times, unanswered calls, scheduling errors, and incomplete follow-up.

• Use patient feedback, call quality reviews, complaint trends, and operational metrics to drive continuous service improvement.

Call Center Operations

• Manage the daily operations and workflow of the call center to ensure appropriate coverage and service levels.

• Scale workflows, staffing practices, and operating processes as patient volume and the RadX organization continue to grow.

• Monitor inbound and outbound call activity and adjust staffing or workflow based on operational needs.

• Ensure appropriate scheduling coverage during operating hours, employee absences, peak call periods, and unexpected volume increases.

• Coordinate with clinic leadership regarding scheduling needs, appointment availability, patient concerns, and operational changes.

• Ensure employees follow established scheduling, registration, verification, and patient communication procedures.

• Identify operational barriers affecting call center performance or the patient experience and recommend corrective actions or process improvements.

• Ensure patient calls and requests are handled accurately, efficiently, and with appropriate urgency.

• Promote first-call resolution whenever reasonably possible.

Performance Metrics and Reporting

• Monitor and analyze call center performance using Genesys and other available reporting tools.

• Develop and maintain appropriate call center scorecards and performance reporting.

• Monitor key performance indicators, including call volume, average speed of answer, average handle time, abandonment rate, service level, hold time, and first-call resolution.

• Track employee productivity, schedule adherence, call quality, patient scheduling accuracy, patient complaints and escalations, patient-service quality measures, attendance, and absenteeism.

• Review individual employee and team performance regularly.

• Balance productivity expectations with the need to provide thorough, compassionate, and effective patient service.

• Provide management with regular reports regarding staffing, productivity, patient-service trends, performance, and operational concerns.

• Develop corrective action plans when performance or service metrics fall below established expectations.

Quality Assurance

• Develop and maintain a structured quality assurance process for patient calls.

• Conduct regular call monitoring and quality reviews.

• Provide timely coaching based on call quality findings.

• Identify recurring communication, scheduling, process, or service issues and implement corrective actions.

• Ensure employees accurately document patient interactions and follow established procedures.

• Use quality assurance findings to support training, performance management, and process improvement initiatives.

Training and Development

• Ensure new employees receive appropriate orientation and call center training.

• Incorporate patient-service expectations, communication standards, empathy, and problem-solving into training programs.

• Partner with training personnel and department leadership to maintain standardized training materials and processes.

• Evaluate employee competency following training and during ongoing employment.

• Identify retraining needs based on quality reviews, patient feedback, performance metrics, workflow changes, or operational issues.

• Reinforce policies, procedures, workflows, and service expectations.

• Provide ongoing service-excellence coaching to both new and experienced employees.

Staffing and Workforce Management

• Evaluate current and projected staffing levels based on call volume, scheduling demand, productivity, patient-service expectations, growth projections, and operational requirements.

• Develop staffing plans that support expansion into additional clinics, markets, and service lines.

• Make recommendations regarding additional employees, team leads, supervisors, or other leadership positions as the call center expands.

• Develop and maintain employee schedules to provide appropriate coverage.

• Monitor overtime and manage labor utilization within established expectations.

• Review PTO requests and staffing needs to ensure appropriate coverage.

• Ensure staffing decisions support acceptable wait times, call responsiveness, and patient access.

• Assist leadership with workforce planning and call center capacity analysis.

Compliance and Confidentiality

• Ensure compliance with HIPAA, patient privacy requirements, RadX policies, and applicable federal and state regulations.

• Ensure employees maintain the confidentiality of patient, employee, and company information.

• Address potential compliance concerns promptly and escalate concerns when appropriate.

• Reinforce appropriate documentation, identity verification, and patient communication practices.

Continuous Improvement and Growth

• Develop scalable processes, systems, and performance standards that support organizational growth while maintaining a high level of patient service.

• Identify opportunities to centralize or streamline patient access and scheduling functions across RadX locations.

• Evaluate call center technology and reporting capabilities as department needs evolve.

• Identify opportunities to improve efficiency, patient service, employee productivity, and scheduling accuracy.

• Recommend workflow, technology, training, staffing, and organizational improvements.

• Partner with Information Technology, Operations, clinic leadership, and other departments regarding call center systems and processes.

• Participate in implementation and testing of new technologies, workflows, and procedures affecting the call center.

• Ensure operational growth does not negatively impact responsiveness, quality, or the patient experience.

Qualifications

Education

• Bachelor's degree in Business Administration, Healthcare Administration, Management, or a related field preferred.

• Equivalent combination of education and relevant management experience may be considered.

Experience

• Minimum of three to five years of progressively responsible call center, contact center, patient access, scheduling, or customer service experience.

• Minimum of two years of direct supervisory or management experience required.

• Healthcare, medical imaging, physician practice, hospital, or other patient-service experience strongly preferred.

• Experience managing teams of approximately 15 or more employees preferred.

• Experience managing performance through measurable KPIs strongly preferred.

Technical Skills

• Experience using call center or contact center platforms required; Genesys experience strongly preferred.

• Strong working knowledge of Microsoft Excel, Outlook, Word, and reporting tools.

• Experience with healthcare scheduling, registration, or electronic health record systems preferred.

• Ability to interpret operational reports, call statistics, staffing information, and productivity data.

Knowledge Skills and Abilities

• Strong leadership and employee management skills.

• Ability to hold employees accountable while maintaining a professional and constructive management approach.

• Strong analytical and problem-solving abilities.

• Ability to use performance data to identify trends and take corrective action.

• Strong verbal and written communication skills.

• Strong organizational and time-management skills.

• Ability to manage competing priorities in a fast-paced environment.

• Strong customer-service and patient-service orientation.

• Ability to work collaboratively across departments and clinic locations.

• Sound judgment and ability to handle confidential and sensitive information.

• Ability to resolve employee, patient, and operational concerns professionally.

• Ability to lead through operational and organizational change.

Performance Expectations

Success in this position will be measured through a combination of operational, employee, patient-service, and growth-related outcomes, including:

• Consistently high levels of patient service and professionalism.

• Achievement of established call center service levels.

• Appropriate abandonment rates and response times.

• Improved first-call resolution.

• Timely and effective handling of patient complaints and escalations.

• Employee productivity and schedule adherence.

• Call quality and patient experience.

• Scheduling accuracy.

• Employee attendance and accountability.

• Effective staffing and overtime management.

• Employee training and development.

• Reduction in recurring patient complaints or service issues.

• Timely identification and resolution of operational concerns.

• Successful expansion of staffing and infrastructure as RadX grows.

• Development of scalable processes that support increasing patient and call volumes.

• Effective workforce planning and organizational structure as the department expands.

• Demonstrated improvement in patient-service metrics and quality results.

Physical and Work Requirements

• Primarily office-based position with extended periods working at a computer and telephone.

• Ability to communicate effectively by telephone, video conference, email, and in person.

• May require occasional travel to RadX clinic or administrative locations.

• May require availability outside normal business hours when operational issues require management attention.