Operations Manager – Contact Center
This position oversees the daily operations of the Patient Access Center, ensuring compliance with company policies, procedures, and service standards. Key responsibilities include:
- Oversee daily contact center operations and ensure performance standards are met
- Partner with recruiting and HR to hire, train, evaluate, and retain staff
- Set clear performance expectations and conduct fair, timely evaluations
- Collaborate with process improvement, quality assurance, and training teams to implement long-term solutions
- Lead team meetings to communicate updates, policy/procedure changes, and provide coaching
- Handle escalated customer or patient inquiries and complaints
- Build and maintain relationships with internal departments and external partners
- Review and provide input on knowledge management and training materials
- Support day-to-day operations, including stepping in to perform frontline associate tasks as needed
- Ensure compliance with HIPAA and privacy regulations, completing annual training and reporting concerns promptly
Minimum Qualifications:
- Bachelor’s degree or equivalent combination of education and experience
- 5+ years in an contact center environment
- 3+ years of leadership experience managing a team in a high-volume contact center
Preferred Qualifications:
- Experience using CRM and contact center software
- Strong problem-solving, communication, and leadership skills
- Ability to work accurately across multiple systems
- Excellent time management and prioritization skills
- Comfortable using technology and data to drive performance
Supervisory Responsibility:
- Manages a team of direct reports
Work Environment and Schedule:
- Hybrid office environment
- Full-time, Monday–Friday, 8:00 a.m.–5:00 p.m., with occasional evening/weekend work on call
