Patient Engagement & Call Center Manager

Description

Position Summary 

The Patient Engagement & Call Center Manager is a hybrid position that leads the daily operations of our patient-facing call center and omnichannel engagement programs across our primary care network, which includes both in-person clinic locations and a growing virtual care practice. This role is critical to ensuring patients can seamlessly access the right care — whether in the exam room or on a screen — while delivering a consistent, compassionate experience at every touchpoint. 

Requirements

Key Responsibilities 

Patient Engagement & Access 

Oversee inbound and outbound call center and in-clinic phone operations supporting appointment scheduling, care navigation, billing inquiries, and general patient support across clinic and telehealth lines 

Manage scheduling workflows for both in-person primary care visits and virtual (video/phone) appointments, ensuring efficient utilization of provider capacity 

Monitor and optimize KPIs including average handle time, first-call resolution, schedule fill rates, no-show rates, and patient satisfaction scores 

Develop and maintain scripts, workflows, and escalation protocols tailored to both in-clinic and virtual care scenarios 

Assist in execution proactive outreach programs including appointment reminders, annual wellness visit campaigns, chronic disease management check-ins, care gap closures, and post-visit follow-ups for both modalities 

Identify and remove barriers to access — including transportation, technology literacy, and language — by connecting patients with appropriate resources or virtual alternatives 

Partner with primary care providers and clinical staff to align engagement workflows with care team priorities and panel management goals 

Support transitions between in-person and virtual care, ensuring patients understand their options and feel confident navigating both 

Team Leadership 

Recruit, hire, train, and develop a team of patient engagement specialists and call center representatives 

Ensure staff are well-versed in the nuances of scheduling and supporting both in-person and telehealth visits, including technology troubleshooting support for virtual patients 

Conduct regular coaching, performance reviews, and professional development planning 

Build a culture of empathy, accountability, and continuous improvement 

Technology & Reporting 

Manage call center platforms and patient communication tools (e.g., ZenDesk/email, patient portal messaging) 

Analyze trends in call volume, messaging, and patient feedback to identify improvement opportunities 

Present performance dashboards and strategic recommendations to clinical and operational leadership 

Evaluate and assess emerging AI tools and technologies to identify opportunities for operational improvement.  

Collaborate cross-functionally to pilot, deploy and scale AI powered solutions 

Compliance & Quality 

Ensure all operations comply with HIPAA, applicable telehealth regulations, and state licensing requirements for virtual care delivery 

Oversee quality monitoring programs, including call reviews, patient satisfaction surveys, and virtual visit experience audits 

Qualifications 

Required 

Bachelor's degree in Healthcare Administration, Business, Communications, or a related field 

4+ years of experience in call center, patient access, or care coordination management in a primary care or outpatient setting 

Demonstrated experience supporting or managing telehealth or virtual care operations 

Proven success leading teams of 10 or more in a fast-paced environment 

Proficiency with EHR systems (e.g., Epic, Athenahealth, eClinicalWorks) and telehealth platforms 

Strong knowledge of HIPAA and virtual care compliance requirements 

Preferred 

Experience with patient engagement and CRM platforms (e.g., Phreesia, Klara, Salesforce Health Cloud, or similar) 

Familiarity with primary care quality metrics, HEDIS measures, and value-based care models 

Experience supporting underserved or complex patient populations 

Bilingual or multilingual capabilities (Spanish a plus) 

Core Competencies 

Deep commitment to patient-centered care across in-person and virtual settings 

Adaptable and solutions-oriented in a dual-modality care environment 

Strong analytical skills with the ability to translate data into actionable improvements 

Excellent communication and cross-functional collaboration skills 

Empathetic leadership style with the ability to motivate and develop frontline teams 

Compensation & Benefits 

Competitive salary commensurate with experience 

Comprehensive health, dental, and vision coverage 

401(k) with employer match 

Paid time off and observed holidays 

Professional development and continuing education support 

We are an equal opportunity employer committed to building a diverse, inclusive team that reflects the communities we serve.