Call Center Manager

Hoskinson Biotechnology•Gillette, WY

11h

About The Position

The Call Center Manager leads and manages the clinic’s call center operations, ensuring exceptional patient service, accurate clinical triage, and effective coordination of care. This role blends operational leadership with clinical expertise to support efficient call handling, staff development, performance improvement, and a patient-centered experience. The ideal candidate is a strong leader with nursing experience, excellent judgment, and the ability to drive quality and efficiency in a fast-paced healthcare environment.

Requirements

Active Registered Nurse (RN) license in good standing in the State of Wyoming (required)
Minimum of five (5) years of medical experience
At least two (2) years in a leadership or supervisory role
Strong leadership, communication, and interpersonal skills
Excellent clinical judgment, critical thinking, and decision-making abilities
Ability to coach, motivate, and manage a high-performing team
Proficiency with call center platforms (ACD/IVR), CRM tools, EHR systems, and reporting dashboards
Analytical mindset with ability to interpret data and drive improvement
Strong conflict resolution, escalation management, and problem-solving skills
Commitment to patient-centered care, quality, and continuous improvement
Office/call center environment with extended periods of sitting or standing
Frequent use of telephony equipment and computer systems
Light physical work with occasional lifting up to 35 pounds

Nice To Haves

Certification in call center management, triage, nursing leadership, or related specialty (preferred)
BLS and/or ACLS certification as required by clinic policy
Experience in nurse triage, telehealth, patient access, or call center settings strongly preferred
Proven success managing staff performance, metrics, and operational workflows
Flexibility may be required to support peak call times, evenings, or weekends

Responsibilities

Oversee daily call center operations including inbound calls, callbacks, scheduling, triage, and escalations
Ensure calls are handled efficiently, professionally, and in alignment with clinic standards
Support accurate triage protocols, nurse advice workflows, and escalation to providers as needed
Collaborate with physicians, nursing leadership, and clinic operations to align protocols, workflows, and performance goals
Maintain current knowledge of clinical guidelines, healthcare regulations, and patient access best practices
Monitor key performance indicators (KPIs) such as call volume, hold times, abandonment rates, first-call resolution, and patient satisfaction
Lead process improvement initiatives to enhance efficiency, quality, and patient experience
Prepare reports and present insights and recommendations to leadership
Develop, update, and enforce policies and procedures for call handling, scheduling, documentation, and triage
Ensure compliance with HIPAA, accreditation standards, and regulatory requirements
Handle escalated patient or provider concerns and coordinate resolution across departments
Supervise call center representatives, coordinators, and clinical staff assigned to call center duties
Assist with onboarding, training, coaching, and professional development
Conduct evaluations, performance management, and corrective actions as needed
Promote team engagement, accountability, and a positive workplace culture
Collaborate with IT and operations teams to optimize call center technologies, reporting tools, EHR integration, and workflow automation
Ensure accurate documentation and system utilization across call center staff