Sr Call Center Operations Manager

SCALE is an entirely unique management consulting firm that offers a full range of multidisciplinary solutions exclusively to healthcare service organizations including provider platforms, pharma business services, diagnostic labs, hospital systems, and healthcare focused private equity groups. Our multidisciplinary team of experts bring an average of 25 years of senior healthcare management and operational discipline experience to our engagements, providing tailored solutions that help physician groups grow and thrive in today’s marketplace.

We are seeking a highly skilled and experienced Senior Call Center Operations Manager to join our team. In this role, you will be responsible for providing expert guidance and support in building efficient and effective call centers within the healthcare industry. Your expertise will be pivotal in designing, implementing, and optimizing call center operations to ensure seamless patient communication and satisfaction. The ideal candidate will have a deep understanding of healthcare operations, patient care processes, and call center technology, coupled with strong project management and communication skills.

• Collaborate with healthcare organizations to assess their call center needs and requirements.
• Design and develop call center strategies tailored to meet the specific goals and objectives of healthcare providers.
• Implement best practices for call handling, patient scheduling, appointment reminders, and patient follow-up processes.
• Configure and customize call center software and technology platforms to optimize efficiency and performance.
• Provide training and guidance to call center staff on healthcare protocols, patient confidentiality, and customer service techniques.
• Monitor call center performance metrics and implement improvements to enhance service delivery and patient satisfaction.
• Conduct regular audits and evaluations to ensure compliance with healthcare regulations and industry standards.
• Stay informed about advancements in call center technology and healthcare regulations to recommend innovative solutions.
• Act as a liaison between healthcare providers, IT teams, and call center vendors to facilitate seamless integration and troubleshooting.
• Prepare detailed reports and presentations on call center performance, trends, and recommendations for management and stakeholders.
• Bachelor’s degree in Healthcare Administration, Business Administration, or a related field (Master’s degree preferred).
• Proven experience (5+ years) in designing, implementing, and managing call centers within the healthcare industry.
• In-depth knowledge of healthcare operations, patient management systems, and HIPAA regulations.
• Strong project management skills with the ability to manage multiple projects simultaneously.
• Excellent analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Proficiency in call center software and CRM systems.
• Ability to travel occasionally as needed.
  
  
  

Employer sponsored health insurance (Medical, Dental, and Vision) + 401 (K) Plan Options

Scale is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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