Call Center Operations Manager

Call Center Operations Manager

Lakewood, NJ

$120,000–$170,000 DOE

Position Overview

A leading healthcare organization is seeking an experienced Director of Patient Access to oversee and optimize its centralized call center, patient scheduling operations, and overall patient access experience.

This is a hands-on leadership role requiring someone who can manage teams, streamline operations, implement systems, and drive measurable improvements in efficiency, patient satisfaction, and appointment availability.

The ideal candidate is a strong operational leader with experience managing high-volume call centers, developing teams, and using data and technology to improve performance.

Key Responsibilities

• Oversee all patient access operations, including the centralized call center, appointment scheduling, and coordination across departments.

• Lead and develop call center managers and staff, establishing clear performance expectations, accountability, and training programs.

• Improve scheduling processes to maximize appointment availability, reduce wait times, and minimize cancellations and no-shows.

• Establish and monitor KPIs, including call volume, answer rates, hold times, scheduling accuracy, and patient satisfaction.

• Develop dashboards and reporting systems to track performance and identify opportunities for improvement.

• Standardize workflows, scheduling guidelines, call scripts, and escalation procedures.

• Collaborate with department leaders, practice managers, and medical directors to ensure efficient patient access.

• Implement technology, automation, and process improvements to streamline operations and enhance the patient experience.

• Ensure a consistently professional, efficient, and patient-centered experience across all interactions.

• Support operational expansion, including onboarding new providers, departments, and locations.

Qualifications

• Proven leadership experience in call center operations, patient access, or a similar high-volume service environment.

• Strong experience managing managers, developing teams, and driving operational accountability.

• Excellent understanding of call center KPIs, workforce management, and performance optimization.

• Demonstrated ability to build systems, improve workflows, and implement operational efficiencies.

• Strong analytical skills and experience using data to drive decisions.

• Healthcare or medical scheduling experience strongly preferred.

• Tech-savvy, organized, proactive, and comfortable leading change.

• Excellent communication, problem-solving, and leadership skills.

To Apply: Send your resume to ah[email protected]