Manager, Patient Contact Center Operations

Job not on LinkedIn

🕒 September 18

🇺🇸 United States – Remote

💵 $90k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 3%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CUC

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

📡 Telecommunications

🔧 Hardware

🤝 B2B

Telecommunications • Hardware • B2B

CUC is a New Cairo–based provider of IP telephony and unified communications products and solutions for small and medium businesses. CUC offers VoIP PBX systems, IP phones, VoIP gateways (FXO/FXS/E1/PRI), SIP speakers and intercoms, conferencing (audio/video) solutions, call-center headsets, and passive/active networking products, plus a cloud remote-connect service for remote access. The company appears to act as a reseller/distributor and systems supplier for business communication and networking needs.

📋 Description

• Provide day-to-day leadership for approximately 24 U.S.-based and offshore contact center agents • Manage inbound and outbound patient contact center operations across multiple healthcare organizations, specialties, and locations • Establish staffing levels, schedules, queue coverage, and workforce management practices • Monitor operational KPIs including call volumes, service levels, abandonment rates, average speed of answer, productivity, and schedule adherence • Develop standardized operating procedures, call workflows, scripts, escalation protocols, and service standards • Identify bottlenecks and implement solutions to improve contact center performance • Recruit, onboard, train, coach, and develop contact center employees • Conduct call reviews, quality assurance evaluations, coaching sessions, and performance reviews • Develop agent scorecards and performance management processes • Partner with offshore resources and vendors to maintain consistent service, quality, productivity, and patient experience standards • Improve new-patient inquiry-to-appointment conversion rates and recover missed calls and unconverted inquiries • Partner with Marketing and Operations on patient acquisition, lead management, CRM workflows, and attribution • Develop and expand outbound programs including lead follow-up, missed-call recovery, appointment confirmation, cancellation recovery, no-show recovery, reactivation, recall, and referral follow-up • Establish outbound workflows, calling cadences, scripts, disposition codes, metrics, and reporting • Lead adoption and optimization of AI-enabled contact center technology and evaluate AI voice, automation, and human-agent use cases • Design, test, implement, and optimize AI calling workflows and escalation processes between AI and human agents • Monitor AI interactions for accuracy, patient experience, compliance, scheduling performance, and conversion • Identify opportunities for AI-assisted quality assurance, transcription, coaching, agent assistance, follow-up, and workflow automation • Develop dashboards and reporting for contact center, scheduling conversion, outbound engagement, patient experience, and cost metrics • Translate performance data into recommendations for executive and operational leadership • Collaborate with Marketing, Operations, clinical leadership, IT, technology vendors, and other stakeholders • Support integration between the contact center, CRM, EHR, scheduling systems, call analytics platforms, and workforce management systems • Establish KPIs, scorecards, quality assurance programs, standardized processes, outbound capabilities, AI strategy, and a scalable operating model during the first year

🎯 Requirements

• 5+ years of progressive contact center operations experience • 3+ years of direct contact center management experience, including responsibility for agent performance, staffing, coaching, quality, and operational KPIs • Demonstrated experience managing a high-volume inbound contact center • Demonstrated experience developing or managing outbound contact center programs • Direct experience implementing, integrating, optimizing, or managing AI-enabled contact center technology, including AI voice applications • Strong understanding of contact center technologies, call routing, workforce management, quality assurance, and performance reporting • Demonstrated ability to use operational data to improve employee performance and customer/patient outcomes • Experience managing remote or geographically distributed employees • Strong leadership, coaching, communication, and change-management skills • Strong analytical and problem-solving capabilities • Ability to operate effectively in a fast-growing, multi-organization environment • Ability to work primarily within Eastern and Central Time business hours • Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or a related field preferred • Equivalent combinations of education and substantial relevant contact center leadership experience will also be considered • Preferred: Healthcare contact center, centralized scheduling, patient access, or patient services experience • Preferred: Experience supporting multi-location physician practices, specialty healthcare organizations, MSOs, ambulatory healthcare, or other multi-site healthcare operations • Preferred: Experience managing a blended U.S.-based and offshore workforce • Preferred: Experience directly managing offshore teams or BPO partners in the Philippines or similar markets • Preferred: Experience with CRM platforms, EHR/EMR systems, scheduling technology, call analytics platforms, and workforce management systems • Preferred: Experience with HubSpot or similar CRM platforms • Preferred: Experience with healthcare call analytics and patient acquisition platforms • Preferred: Experience implementing AI voice agents for inbound and/or outbound calling • Preferred: Experience with conversational AI, automated QA, call transcription, sentiment analysis, agent-assist technology, or similar contact center automation • Preferred: Experience building a contact center operation through a period of significant growth or transformation • Preferred: Familiarity with HIPAA and healthcare patient privacy requirements

🏖️ Benefits

• Additional compensation and benefits may be available in accordance with company policies