Call Center Representative

• Provide day-to-day leadership for approximately 24 U.S.-based and offshore contact center agents
• Manage inbound and outbound patient contact center operations across multiple healthcare organizations, specialties, and locations
• Establish staffing levels, schedules, queue coverage, and workforce management practices
• Monitor operational KPIs including call volumes, service levels, abandonment rates, average speed of answer, productivity, and schedule adherence
• Develop standardized operating procedures, call workflows, scripts, escalation protocols, and service standards
• Identify bottlenecks and implement solutions to improve contact center performance
• Recruit, onboard, train, coach, and develop contact center employees
• Conduct call reviews, quality assurance evaluations, coaching sessions, and performance reviews
• Develop agent scorecards and performance management processes
• Partner with offshore resources and vendors to maintain consistent service, quality, productivity, and patient experience standards
• Improve new-patient inquiry-to-appointment conversion rates and recover missed calls and unconverted inquiries
• Partner with Marketing and Operations on patient acquisition, lead management, CRM workflows, and attribution
• Develop and expand outbound programs including lead follow-up, missed-call recovery, appointment confirmation, cancellation recovery, no-show recovery, reactivation, recall, and referral follow-up
• Establish outbound workflows, calling cadences, scripts, disposition codes, metrics, and reporting
• Lead adoption and optimization of AI-enabled contact center technology and evaluate AI voice, automation, and human-agent use cases
• Design, test, implement, and optimize AI calling workflows and escalation processes between AI and human agents
• Monitor AI interactions for accuracy, patient experience, compliance, scheduling performance, and conversion
• Identify opportunities for AI-assisted quality assurance, transcription, coaching, agent assistance, follow-up, and workflow automation
• Develop dashboards and reporting for contact center, scheduling conversion, outbound engagement, patient experience, and cost metrics
• Translate performance data into recommendations for executive and operational leadership
• Collaborate with Marketing, Operations, clinical leadership, IT, technology vendors, and other stakeholders
• Support integration between the contact center, CRM, EHR, scheduling systems, call analytics platforms, and workforce management systems
• Establish KPIs, scorecards, quality assurance programs, standardized processes, outbound capabilities, AI strategy, and a scalable operating model during the first year

CUC

Manager, Patient Contact Center Operations