Job Description


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Call Center Manager

  • Ref: 298629
  • Type: Temporary
  • Location: New Haven, CT
  • Industry: Health Care Services
  • Job Level: Manager
  • Pay: Negotiable

Opportunity Description

Our client is currently in need of an experienced Call Center Manager to support a large patient access center.  This is a metric driven role with daily team managment.  This team will support a full spectrum of specialties. 

Job Duties

  • Manage medical call center staff within one or more specialty.
  • Responsible for recruiting, coaching, mentoring and developing high performing individuals in a team environment.
  • Manage and support daily specialty operations inclusive of, incoming calls, referral management, appointment reminders, and in-basket management.
  • Manage staff schedules to ensure staffing levels support call volume.
  • Approve and monitor all staff HR functions such as payroll, time and attendance schedules to ensure appropriate coverage for staff within the specialty.
  • Develop, implement, and evaluate improvement plans in collaboration with departmental leadership.
  • Monitor calls and other quality metrics to ensure exceptional customer service.
  • Identify training opportunities for staff and lead efforts to improve performance.
  • Monitor and analyze monthly KPIs/SLAs to assess accuracy and effectiveness of processes.
  • Identify trends or items requiring immediate corrective action.
  • Conduct daily meetings with team. 
  • Serve as the specialty access liaison to patients, physicians, and callers and addresses calls escalated by the scheduling/referral staff as needed.
  • Serve as liaison and partner to the departments and clinics to ensure scheduling guidelines, provider information, and appointment site locations are up to date and being adhered to.
  • Report metrics and develop action plans that foster continuous improvement to departments and clinics. 



Bachelors Degree

Experience & Skills Required

  • 5 years' experience supervising or managing a service-focused team in a healthcare environment
  • Ability to lead a team in process improvement efforts and to increase metrics and drive performance results.
  • Ability to work with all levels of clients and to prioritize numerous tasks.
  • Outstanding interpersonal, communication, and customer service skills with proven ability to professionally and effectively interact with all members of the patient’s care team
  • Strong organizational skills with a proven ability to pay attention to detail.
  • Experience in the healthcare field, preferably in an ambulatory care environment.
  • Experience with EPIC referral, scheduling (Cadence), messaging (i.e. In-Basket) is preferred.
  • Working knowledge of HIPAA regulations 
  • Familiarity with leading practice appointment scheduling protocols.

Other Information