Job Details

The Encompass Group is partnering with a healthcare organization to hire a Call Center Manager to improve patient access, call response times, and overall patient experience.

This role will oversee both local and offshore teams and focus on building structure, accountability, and efficiency within the call center function.

Responsibilities:

• Lead day-to-day operations of the call center team (onshore + offshore)
• Manage and improve call response times, scheduling efficiency, and patient experience
• Oversee team of ~20+ across multiple locations and remote support (including international team members)
• Implement processes and metrics to improve performance and accountability
• Partner with clinic leadership to ensure alignment with patient access needs
• Train, coach, and develop call center staff
• Identify gaps in phone systems, workflows, and communication

Qualifications:

• 3–7+ years of call center or patient access leadership experience
• Healthcare experience preferred
• Experience managing both in-office and remote/offshore teams is a plus
• Strong leadership and accountability mindset
• Process-driven with the ability to improve efficiency quickly
• Excellent communication and organizational skills