Healthcare Call Center Manager Medix - 3.7 Cedar Park, TX Job Details $41,600 - $75,000 a year 1 day ago Qualifications Optimizing workflow processes Streamlining administrative processes as a healthcare practice manager Stakeholder engagement Patient flow optimization Team supervision Managing teams in a customer support role Data reporting Metrics Reporting Frontline customer support management Medical scheduling Supervising experience Leading team collaboration initiatives Outpatient services management Process improvement planning Healthcare performance metrics analysis Call center management Stakeholder management

Full Job Description Position:

Healthcare Contact Center Manager Responsibilities Departmental Leadership:

Directly manage, coach, and evaluate a team of ~20-25 remote patient access and administrative coordination specialists. Conduct routine performance evaluations and drive team accountability.

Provider Schedule Optimization:

Partner directly with multi-specialty clinical leadership and 35+ providers to oversee, adjust, and optimize master appointment templates.

Operations & Queue Management:

Monitor key contact center KPIs, queue volume, response times, and abandon rates, adjusting coverage in real time to maintain service levels.

Talent Management:

Partner with Human Resources on recruitment, onboarding, performance improvement plans, and ongoing team development.

Patient Access Oversight:

Drive performance across outbound referral processing, inbound appointment scheduling, follow-ups, and schedule adjustments driven by provider availability changes.

Required Qualifications Experience:

3+ years of leadership experience (Manager, Supervisor, or Team Lead) within a healthcare call center or high-volume patient access environment.

Domain Knowledge:

Strong understanding of clinical scheduling workflows, patient access protocols, and outpatient practice operations.

Data-Driven Approach:

Track record of utilizing operational metrics, call analytics, and queue performance to drive process improvements.

Stakeholder Management:

Exceptional communication skills with the professional presence to collaborate effectively with physicians and executive leadership.

Preferred Qualifications Systems Expertise:

Background with major EHR systems, Automatic Call Distribution (ACD) platforms, and contact center reporting dashboards.

Education:

Bachelor's degree preferred.

Specialty Experience:

Prior experience managing scheduling workflows within a high-volume surgical, specialty, or multi-site clinical environment.

Remote Leadership:

Proven ability to lead, engage, and maintain accountability across a remote or hybrid team.

Process Improvement:

Demonstrated skill in identifying workflow bottlenecks and optimizing schedule templates to maximize clinical throughput.

Key Attributes Professional Gravitas:

Assertive, diplomatic communicator capable of building strong partnerships with physicians and leadership.

Balanced Management Style:

Drives accountability across remote staff while maintaining an adaptable, supportive leadership approach.

Resilience:

Composed and solution-oriented in a fast-paced environment with evolving operational demands.

For California Applicants:

We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO) , and the California Fair Chance Act (CFCA). This position is subject to a background check based on its job duties, which may include patient care, working with vulnerable populations, access to financial and confidential information, driving, working with heavy machinery, or working in a warehouse or laboratory environment. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.