Manager, Patient Contact Center Operations

CUC

. Provide day-to-day leadership for approximately 24 U.S.-based and offshore contact center agents .

Posted 9/18/2026full-timeRemote • United StatesMid-LevelSenior💰 $90,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in managing contact center operations, including staffing, performance management, and the implementation of AI-enabled technologies. Proven ability to analyze operational data to enhance patient outcomes and optimize workflows across multi-location healthcare environments.

Highest-signal resume keywords

Contact Center Operations ManagementAI-Enabled Technology ImplementationPerformance Data AnalysisLeadership and CoachingHealthcare Contact Center Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contact Center ManagementOperational KPI MonitoringWorkforce ManagementQuality AssurancePerformance ReportingAI Voice ApplicationsCall RoutingOutbound Program DevelopmentPatient Acquisition StrategiesDashboard Development

Soft Skills

LeadershipCoachingCommunicationChange ManagementAnalytical Problem-Solving

Tools & Technologies

CRM PlatformsEHR/EMR SystemsCall Analytics PlatformsWorkforce Management SystemsAI Voice Technology

Industry Keywords

Healthcare AdministrationPatient AccessMulti-Site OperationsHIPAA ComplianceBPO Management

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

5+ years of progressive contact center operations experience
3+ years of direct contact center management experience, including responsibility for agent performance, staffing, coaching, quality, and operational KPIs
Demonstrated experience managing a high-volume inbound contact center
Demonstrated experience developing or managing outbound contact center programs
Direct experience implementing, integrating, optimizing, or managing AI-enabled contact center technology, including AI voice applications
Strong understanding of contact center technologies, call routing, workforce management, quality assurance, and performance reporting
Demonstrated ability to use operational data to improve employee performance and customer/patient outcomes
Experience managing remote or geographically distributed employees
Strong leadership, coaching, communication, and change-management skills
Strong analytical and problem-solving capabilities
Ability to operate effectively in a fast-growing, multi-organization environment
Ability to work primarily within Eastern and Central Time business hours
Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or a related field preferred
Equivalent combinations of education and substantial relevant contact center leadership experience will also be considered
Preferred: Healthcare contact center, centralized scheduling, patient access, or patient services experience
Preferred: Experience supporting multi-location physician practices, specialty healthcare organizations, MSOs, ambulatory healthcare, or other multi-site healthcare operations
Preferred: Experience managing a blended U.S.-based and offshore workforce
Preferred: Experience directly managing offshore teams or BPO partners in the Philippines or similar markets
Preferred: Experience with CRM platforms, EHR/EMR systems, scheduling technology, call analytics platforms, and workforce management systems
Preferred: Experience with HubSpot or similar CRM platforms
Preferred: Experience with healthcare call analytics and patient acquisition platforms
Preferred: Experience implementing AI voice agents for inbound and/or outbound calling
Preferred: Experience with conversational AI, automated QA, call transcription, sentiment analysis, agent-assist technology, or similar contact center automation
Preferred: Experience building a contact center operation through a period of significant growth or transformation
Preferred: Familiarity with HIPAA and healthcare patient privacy requirements

Benefits

Comp & perks

Additional compensation and benefits may be available in accordance with company policies