Summary
Under the general supervision of the CHMG Patient Contact Center Director and the Administrative Director of Primary Care, the Contact Center Manager oversees the daily operations of the CHMG Patient Contact Center. This role is responsible for ensuring an outstanding customer experience, leading agent development, and managing both new hire and ongoing employee training.
The Contact Center Manager supports all aspects of Contact Center operations, overseeing agents who handle approximately 60,000 patient calls each month. The CHMG Patient Contact Center includes multiple specialized teams, such as telephone agents, medication refill and prior authorization, referrals, new patient enrollment, and nurse triage.
Education
Minimum Bachelor’s degree, Master's degree preferred.
Certification, Registration & Licensure
None Required.
Experience
The ideal candidate will have 2–4 years of call center leadership experience, preferably within a healthcare environment, with a demonstrated record of delivering exceptional patient and customer experiences while maintaining low average call wait times.
A deep understanding of call center technologies, particularly those used in healthcare operations, with the ability to drive innovation and deliver best-in-class service.
Proven experience in project management and servant leadership within a fast-paced, patient-focused setting.
Strong background in data analytics and change management, using insights to inform strategy, optimize workflows, and improve the overall patient access experience.
Demonstrated ability to lead teams effectively while collaborating across departments such as clinical, administrative, and provider relations.
Excellent verbal and written communication skills, with the ability to engage stakeholders at all levels, including providers, patients, and healthcare leadership.
Responsibilities
Ensure the highest level of customer support for all incoming patient calls.
Recruit, train, develop, and manage staff performance.
Monitor and maintain key performance indicators, including call abandonment rate, agent productivity, and service level.
Scale call center staffing to meet fluctuating call volumes and demand.
Demonstrate self-motivation and drive to consistently exceed customer expectations.
Develop and implement comprehensive training materials and programs for staff.
Effectively present information and respond to questions from managers, clients, patients, and the general public.
Competencies
Analytical Thinking: Collects, researches, and interprets data to drive meaningful change; designs effective workflows and procedures.
Problem Solving: Identifies and resolves issues promptly; gathers and analyzes information to develop alternative solutions; works collaboratively in group problem-solving situations, maintaining rational judgment even in challenging contexts.
Customer Service: Responds promptly and effectively to patient and customer needs, leveraging appropriate resources to ensure satisfaction.
Interpersonal Skills: Resolves conflicts constructively using a servant leadership approach; maintains confidentiality, remains open to new ideas, and embraces innovation.
Oral Communication: Communicates clearly and persuasively in both positive and difficult situations; actively listens, responds effectively, and demonstrates strong group presentation skills.
Teamwork: Balances individual and team responsibilities, values diverse perspectives, provides and accepts feedback, fosters team morale, and promotes commitment to shared goals.
Leadership: Inspires and motivates others, instills confidence, influences outcomes effectively, and recognizes team achievements.
Managing People: Engages staff in planning and decision-making, leads by example, provides regular performance feedback, encourages professional growth, and integrates internal and external feedback to improve operations.
Quality Management: Continuously seeks opportunities to improve processes, promotes quality, and ensures accuracy and thoroughness.
Strategic Thinking: Develops and adapts strategies to achieve organizational goals; analyzes strengths, weaknesses, opportunities, and threats; identifies creative solutions to overcome obstacles and drive innovation.
Innovation & Change Orientation: Thinks outside the box, challenges the status quo, and applies a solution-oriented, inquisitive mindset to drive continuous improvement.
Concord Hospital is an Equal Employment Opportunity employer. It is our policy to provide equal opportunity to all employees and applicants and to prohibit any discrimination because of race, color, religion, sex, sexual orientation, gender, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.
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If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, you may contact Human Resources at 603-230-7269.
The physical demands and characteristics of the work environment described here are representative of those that will be encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to sit for long periods of time and be proficient in typing as this is a call center environment. The employee is frequently required to hear, do repetitive motion, and perform activities that require fine motor skills, reach, sit, and speak. The employee is occasionally required to walk. Specific vision abilities required by this job include color vision, depth perception, far vision, and peripheral vision. The noise level in the work environment is usually moderate.