CALL CENTER MANAGER

CALL CENTER MANAGER

Mississippi Sports Medicine 1325 E Fortification St, Jackson, MS 39202 The Call Center Manager provides operational leadership for centralized patient access and call center functions across a multi-site healthcare organization. This role is responsible for end-to-end oversight of call center performance, workforce management, systems optimization, reporting, and patient access outcomes. This position serves as both a people leader and hands-on operator—driving daily execution, improving workflows, solving problems independently, and supporting strategic patient access initiatives with minimal oversight. Reporting to the Director of Patient Access, this role partners across front-end operations to improve access, scheduling efficiency, and patient experience. Essential Duties and Responsibilities Call Center Operations Management Lead daily operations for inbound and outbound call center functions across all sites. Monitor and manage call center performance metrics, including service levels, abandonment rates, call handling efficiency, and scheduling throughput. Maintain abandonment rates below established targets (goal: