Patient Engagement & Call Center Manager

Apply Patient Engagement & Call Center Manager Hybrid Remote •

Rockville, MD Apply Job Type Full-time Description Department:

Patient Experience /

Operations Setting:

Primary Care — In-Person & Virtual (Hybrid)

FLSA Status:

Exempt | Full-Time Position Summary The Patient Engagement & Call Center Manager leads the daily operations of our patient-facing call center and omnichannel engagement programs across our primary care network, which includes both in-person clinic locations and a growing virtual care practice. This role is critical to ensuring patients can seamlessly access the right care — whether in the exam room or on a screen — while delivering a consistent, compassionate experience at every touchpoint. Key Responsibilities Patient Engagement & Access Oversee inbound and outbound call center and in-clinic phone operations supporting appointment scheduling, care navigation, billing inquiries, and general patient support across clinic and telehealth lines Manage scheduling workflows for both in-person primary care visits and virtual (video/phone) appointments, ensuring efficient utilization of provider capacity Monitor and optimize KPIs including average handle time, first-call resolution, schedule fill rates, no-show rates, and patient satisfaction scores Develop and maintain scripts, workflows, and escalation protocols tailored to both in-clinic and virtual care scenarios Assist in execution proactive outreach programs including appointment reminders, annual wellness visit campaigns, chronic disease management check-ins, care gap closures, and post-visit follow-ups for both modalities Identify and remove barriers to access — including transportation, technology literacy, and language — by connecting patients with appropriate resources or virtual alternatives Partner with primary care providers and clinical staff to align engagement workflows with care team priorities and panel management goals Support transitions between in-person and virtual care, ensuring patients understand their options and feel confident navigating both Team Leadership Recruit, hire, train, and develop a team of patient engagement specialists and call center representatives Ensure staff are well-versed in the nuances of scheduling and supporting both in-person and telehealth visits, including technology troubleshooting support for virtual patients Conduct regular coaching, performance reviews, and professional development planning Build a culture of empathy, accountability, and continuous improvement Technology & Reporting Manage call center platforms and patient communication tools (e.g., ZenDesk/email, patient portal messaging) Analyze trends in call volume, messaging, and patient feedback to identify improvement opportunities Present performance dashboards and strategic recommendations to clinical and operational leadership Evaluate and assess emerging AI tools and technologies to identify opportunities for operational improvement. Collaborate cross-functionally to pilot, deploy and scale AI powered solutions Compliance & Quality Ensure all operations comply with HIPAA, applicable telehealth regulations, and state licensing requirements for virtual care delivery Oversee quality monitoring programs, including call reviews, patient satisfaction surveys, and virtual visit experience audits Qualifications Required Bachelor's degree in Healthcare Administration, Business, Communications, or a related field 4+ years of experience in call center, patient access, or care coordination management in a primary care or outpatient setting Demonstrated experience supporting or managing telehealth or virtual care operations Proven success leading teams of 10 or more in a fast-paced environment Proficiency with EHR systems (e.g., Epic, Athenahealth, eClinicalWorks) and telehealth platforms Strong knowledge of HIPAA and virtual care compliance requirements Preferred Experience with patient engagement and CRM platforms (e.g., Phreesia, Klara, Salesforce Health Cloud, or similar) Familiarity with primary care quality metrics, HEDIS measures, and value-based care models Experience supporting underserved or complex patient populations Bilingual or multilingual capabilities (Spanish a plus) Core Competencies Deep commitment to patient-centered care across in-person and virtual settings Adaptable and solutions-oriented in a dual-modality care environment Strong analytical skills with the ability to translate data into actionable improvements Excellent communication and cross-functional collaboration skills Empathetic leadership style with the ability to motivate and develop frontline teams Compensation & Benefits Competitive salary commensurate with experience Comprehensive health, dental, and vision coverage 401(k) with employer match Paid time off and observed holidays Professional development and continuing education support We are an equal opportunity employer committed to building a diverse, inclusive team that reflects the communities we serve. Salary Description $115,000-$130,000/year Apply View All Jobs