Call Center Manager

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  "detail": {
    "url": "https://fairhavencommunityhealthcare.applytojob.com/apply/jobs/details/Ri0bk4BhkY?&",
    "heading": "Call Center Manager",
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    "description_html": "<p><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"background:#e0e0e0;\"><b>Fair Haven Community Health Care </b></span></span></span></p><p><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"background:#FFFFFF;\"><span style=\"line-height:107%;\">For over 54 years, FHCHC has been an innovative and vibrant community health center, catering to multiple generations with over 165,000 office visits across 21 locations. Guided by a Board of Directors, most of whom are patients themselves, we take pride in being a healthcare leader dedicated to delivering high-quality, affordable medical and dental care to everyone, regardless of their insurance status or ability to pay. Our extensive range of primary and specialty care services, along with evidence-based programs, empowers patients to make informed choices about their health. As we expand our reach to underserved areas, our commitment to prioritizing patient needs remains unwavering. FHCHC's mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, and culturally responsive patient-centered care.</span></span></span></span></p><p><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"background:#e0e0e0;\"><b><span style=\"color:#000000;\">Position Summary</span></b></span><br><br><u><em><span style=\"background:#FFFFFF;\"><span style=\"line-height:107%;\"><strong>This position is onsite/hybrid in New Haven, CT</strong></span></span></em></u><br><br><span style=\"color:#000000;\">The Call Center Manager is responsible for the strategic, operational, and personnel leadership of the Call Center at Fair Haven Community Health Care (FHCHC). This role ensures efficient, patient-centered scheduling and communication that directly impact access to care, patient satisfaction, and organizational performance.</span><br><br><font color=\"#000000\"><span style=\"background-color:rgb(224,224,224);\"><b>Key Responsibilities</b></span></font><br><br>Reporting to the Sr. Director of Clinical Operations, the Manager leads a team of call center staff including leads and representatives. This individual ensures that workflows, systems, and people align to provide timely, accurate, and compassionate service to our patients. A commitment to continuous quality improvement, innovation, and a highly satisfied patient experience is essential. <strong>Typical duties include but are not limited to:</strong></span></span></p><ul><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Lead and develop a team of Call Center Leads, Representatives, and Appointment Specialists.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Oversee daily call center operations, including patient scheduling, call handling, and communication workflows.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Monitor and improve key performance indicators such as wait times, appointment accuracy, call resolution, productivity, and patient satisfaction.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Build and maintain performance dashboards to identify trends, measure success, and drive continuous improvement.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Develop and implement scalable processes, training programs, and a remote/hybrid call center strategy.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Recruit, onboard, coach, and evaluate staff while fostering a culture of accountability and service excellence.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Serve as a subject matter expert for Epic and call center technologies, providing operational support and guidance.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Partner with clinical and operational leaders to improve patient access and remove barriers to care.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Manage escalated patient and staff concerns with a focus on resolution and service recovery.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Ensure compliance with HIPAA and organizational policies.</span></span></li></ul><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"background:#e0e0e0;\"><b><span style=\"color:#000000;\">Qualifications</span></b></span></span></span><ul><li style=\"text-align:justify;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\">Bachelor’s degree required; equivalent combination of education and relevant experience will also be considered. Five years of experience in a call center environment, with 3+ years in a leadership or management capacity. Experience in a remote call center environment preferred.</span></span></span></li><li style=\"text-align:justify;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\">Demonstrated success in building and scaling customer service teams in fast-paced environments. Experience in a healthcare setting preferred, and familiarity with federally qualified health centers (FQHCs)is highly preferred. </span></span></span></li><li style=\"text-align:justify;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\">Proficiency with Epic or other EHR systems, call center software, Microsoft Office Suite. Bilingual (English/Spanish) also required.</span></span></span></li></ul><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"background:#e0e0e0;\"><b><span style=\"color:#000000;\">Direct Reports</span></b></span></span></span><ul><li style=\"text-align:justify;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\">Call Center Leads</span></span></span></li><li style=\"text-align:justify;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\">Call Center Representatives</span></span></span></li><li style=\"text-align:justify;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\">Call Center Appointment Specialists</span></span></span></li></ul><div style=\"text-align:justify;\"><div align=\"center\" style=\"text-align:center;\"><hr align=\"center\" size=\"3\" width=\"100%\"></div><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\"><b>BENEFITS</b></span></span></span><ul style=\"margin-bottom:11px;\"><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Comprehensive Medical </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Health Savings Account (HSA) </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Vision and Dental Insurance </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Voluntary Benefits (Short-Term & Long-Term Disability) </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Paid Life Insurance </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Paid Holidays </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Generous Paid Time Off (PTO) </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">403(b) Retirement Plan with Employer Match </span></span></span></li></ul><div align=\"center\" style=\"text-align:center;\"><hr align=\"center\" size=\"3\" width=\"100%\"></div><p><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\"><b>OUR CULTURE</b></span><br><br><span style=\"line-height:normal;\">At Fair Haven Community Health, our culture is at the heart of everything we do. We are committed to improving the health and well-being of the communities we serve through equitable, high-quality, patient-centered care that is culturally responsive.</span></span></span></p></div><p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><u><strong>American with Disabilities Requirements:</strong></u></span></span></p><p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\">External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.</span></span></p><p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\">Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.</span></span></p>",
    "description_text": "Fair Haven Community Health Care\n For over 54 years, FHCHC has been an innovative and vibrant community health center, catering to multiple generations with over 165,000 office visits across 21 locations. Guided by a Board of Directors, most of whom are patients themselves, we take pride in being a healthcare leader dedicated to delivering high-quality, affordable medical and dental care to everyone, regardless of their insurance status or ability to pay. Our extensive range of primary and specialty care services, along with evidence-based programs, empowers patients to make informed choices about their health. As we expand our reach to underserved areas, our commitment to prioritizing patient needs remains unwavering. FHCHC's mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, and culturally responsive patient-centered care.\n Position Summary\n This position is onsite/hybrid in New Haven, CT\n The Call Center Manager is responsible for the strategic, operational, and personnel leadership of the Call Center at Fair Haven Community Health Care (FHCHC). This role ensures efficient, patient-centered scheduling and communication that directly impact access to care, patient satisfaction, and organizational performance.\n Key Responsibilities\nReporting to the Sr. Director of Clinical Operations, the Manager leads a team of call center staff including leads and representatives. This individual ensures that workflows, systems, and people align to provide timely, accurate, and compassionate service to our patients. A commitment to continuous quality improvement, innovation, and a highly satisfied patient experience is essential. Typical duties include but are not limited to:\n Lead and develop a team of Call Center Leads, Representatives, and Appointment Specialists.\n Oversee daily call center operations, including patient scheduling, call handling, and communication workflows.\n Monitor and improve key performance indicators such as wait times, appointment accuracy, call resolution, productivity, and patient satisfaction.\n Build and maintain performance dashboards to identify trends, measure success, and drive continuous improvement.\n Develop and implement scalable processes, training programs, and a remote/hybrid call center strategy.\n Recruit, onboard, coach, and evaluate staff while fostering a culture of accountability and service excellence.\n Serve as a subject matter expert for Epic and call center technologies, providing operational support and guidance.\n Partner with clinical and operational leaders to improve patient access and remove barriers to care.\n Manage escalated patient and staff concerns with a focus on resolution and service recovery.\n Ensure compliance with HIPAA and organizational policies.\n Qualifications Bachelor’s degree required; equivalent combination of education and relevant experience will also be considered. Five years of experience in a call center environment, with 3+ years in a leadership or management capacity. Experience in a remote call center environment preferred.\n Demonstrated success in building and scaling customer service teams in fast-paced environments. Experience in a healthcare setting preferred, and familiarity with federally qualified health centers (FQHCs)is highly preferred.\n Proficiency with Epic or other EHR systems, call center software, Microsoft Office Suite. Bilingual (English/Spanish) also required.\n Direct Reports Call Center Leads\n Call Center Representatives\n Call Center Appointment Specialists\n BENEFITS Comprehensive Medical\n Health Savings Account (HSA)\n Vision and Dental Insurance\n Voluntary Benefits (Short-Term & Long-Term Disability)\n Paid Life Insurance\n Paid Holidays\n Generous Paid Time Off (PTO)\n 403(b) Retirement Plan with Employer Match\n OUR CULTURE\n At Fair Haven Community Health, our culture is at the heart of everything we do. We are committed to improving the health and well-being of the communities we serve through equitable, high-quality, patient-centered care that is culturally responsive.\n American with Disabilities Requirements:\n External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.\n Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.",
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      "datePosted": "2026-04-08",
      "description": "<p><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"background:#e0e0e0;\"><b>Fair Haven Community Health Care </b></span></span></span></p><p><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"background:#FFFFFF;\"><span style=\"line-height:107%;\">For over 54 years, FHCHC has been an innovative and vibrant community health center, catering to multiple generations with over 165,000 office visits across 21 locations. Guided by a Board of Directors, most of whom are patients themselves, we take pride in being a healthcare leader dedicated to delivering high-quality, affordable medical and dental care to everyone, regardless of their insurance status or ability to pay. Our extensive range of primary and specialty care services, along with evidence-based programs, empowers patients to make informed choices about their health. As we expand our reach to underserved areas, our commitment to prioritizing patient needs remains unwavering. FHCHC's mission is to enhance the health and social well-being of the communities we serve through equitable, high-quality, and culturally responsive patient-centered care.</span></span></span></span></p><p><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"background:#e0e0e0;\"><b><span style=\"color:#000000;\">Position Summary</span></b></span><br><br><u><em><span style=\"background:#FFFFFF;\"><span style=\"line-height:107%;\"><strong>This position is onsite/hybrid in New Haven, CT</strong></span></span></em></u><br><br><span style=\"color:#000000;\">The Call Center Manager is responsible for the strategic, operational, and personnel leadership of the Call Center at Fair Haven Community Health Care (FHCHC). This role ensures efficient, patient-centered scheduling and communication that directly impact access to care, patient satisfaction, and organizational performance.</span><br><br><font color=\"#000000\"><span style=\"background-color:rgb(224,224,224);\"><b>Key Responsibilities</b></span></font><br><br>Reporting to the Sr. Director of Clinical Operations, the Manager leads a team of call center staff including leads and representatives. This individual ensures that workflows, systems, and people align to provide timely, accurate, and compassionate service to our patients. A commitment to continuous quality improvement, innovation, and a highly satisfied patient experience is essential. <strong>Typical duties include but are not limited to:</strong></span></span></p><ul><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Lead and develop a team of Call Center Leads, Representatives, and Appointment Specialists.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Oversee daily call center operations, including patient scheduling, call handling, and communication workflows.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Monitor and improve key performance indicators such as wait times, appointment accuracy, call resolution, productivity, and patient satisfaction.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Build and maintain performance dashboards to identify trends, measure success, and drive continuous improvement.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Develop and implement scalable processes, training programs, and a remote/hybrid call center strategy.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Recruit, onboard, coach, and evaluate staff while fostering a culture of accountability and service excellence.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Serve as a subject matter expert for Epic and call center technologies, providing operational support and guidance.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Partner with clinical and operational leaders to improve patient access and remove barriers to care.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Manage escalated patient and staff concerns with a focus on resolution and service recovery.</span></span></li><li><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">Ensure compliance with HIPAA and organizational policies.</span></span></li></ul><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"background:#e0e0e0;\"><b><span style=\"color:#000000;\">Qualifications</span></b></span></span></span><ul><li style=\"text-align:justify;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\">Bachelor’s degree required; equivalent combination of education and relevant experience will also be considered. Five years of experience in a call center environment, with 3+ years in a leadership or management capacity. Experience in a remote call center environment preferred.</span></span></span></li><li style=\"text-align:justify;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\">Demonstrated success in building and scaling customer service teams in fast-paced environments. Experience in a healthcare setting preferred, and familiarity with federally qualified health centers (FQHCs)is highly preferred. </span></span></span></li><li style=\"text-align:justify;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\">Proficiency with Epic or other EHR systems, call center software, Microsoft Office Suite. Bilingual (English/Spanish) also required.</span></span></span></li></ul><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"background:#e0e0e0;\"><b><span style=\"color:#000000;\">Direct Reports</span></b></span></span></span><ul><li style=\"text-align:justify;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\">Call Center Leads</span></span></span></li><li style=\"text-align:justify;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\">Call Center Representatives</span></span></span></li><li style=\"text-align:justify;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"color:#000000;\">Call Center Appointment Specialists</span></span></span></li></ul><div style=\"text-align:justify;\"><div align=\"center\" style=\"text-align:center;\"><hr align=\"center\" size=\"3\" width=\"100%\"></div><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\"><b>BENEFITS</b></span></span></span><ul style=\"margin-bottom:11px;\"><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Comprehensive Medical </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Health Savings Account (HSA) </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Vision and Dental Insurance </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Voluntary Benefits (Short-Term & Long-Term Disability) </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Paid Life Insurance </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Paid Holidays </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">Generous Paid Time Off (PTO) </span></span></span></li><li style=\"margin-bottom:11px;\"><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\">403(b) Retirement Plan with Employer Match </span></span></span></li></ul><div align=\"center\" style=\"text-align:center;\"><hr align=\"center\" size=\"3\" width=\"100%\"></div><p><span style=\"font-size:12px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"line-height:normal;\"><b>OUR CULTURE</b></span><br><br><span style=\"line-height:normal;\">At Fair Haven Community Health, our culture is at the heart of everything we do. We are committed to improving the health and well-being of the communities we serve through equitable, high-quality, patient-centered care that is culturally responsive.</span></span></span></p></div><p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\"><u><strong>American with Disabilities Requirements:</strong></u></span></span></p><p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\">External and internal applicants, as well as position incumbents who become disabled, must be able to perform the essential job specific functions (listed within each job specific responsibility) either unaided or with the assistance of a reasonable accommodation to be determined by the organization on a case by case basis.</span></span></p><p><span style=\"font-family:Arial, Helvetica, sans-serif;\"><span style=\"font-size:12px;\">Fair Haven Community Health Care is an Equal Opportunity Employer. FHCHC does not discriminate on the basis of race, religion, color, sex, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.</span></span></p>",
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