Call Center Manager: Patient Experience Leader

Yale Corporation; New Haven (CT); On-site; USD 82,000 - 132,000; Full time

Benefits offered by this job

Yale Benefits

Job summary

Yale Health in New Haven is seeking a Manager of Call Center to lead patient-access call center operations across clinical departments. You will supervise Team Leads and Navigators, ensuring staffing, scheduling, and high-quality, patient-centered service.

The role emphasizes performance management, data-driven improvements, HIPAA compliance, and collaboration with ITS and clinical partners to optimize workflows and access across the care continuum. Full-time, on-site at Yale Health locations.

Qualifications

• Bachelor’s Degree in related field.
• 5+ years of experience supervising or managing a service-focused team.
• Experience in healthcare environment preferred.

Responsibilities

• Oversee Yale Health Call Center operations, ensuring timely, accurate, patient-centered support.
• Staffing, scheduling, and resource allocation to meet call demand and service levels.
• Lead hiring, onboarding, coaching, and performance reviews using patient feedback and data.

Skills

Leadership

Call center management

Operations management

Healthcare experience

Education

Bachelor’s degree in related field

5+ years supervising or managing staff

Tools

Epic

ACD/Genesys

Press Ganey

Job description

Yale Health in New Haven is seeking a Manager of Call Center to lead patient-access call center operations across clinical departments. You will supervise Team Leads and Navigators, ensuring staffing, scheduling, and high-quality, patient-centered service.

The role emphasizes performance management, data-driven improvements, HIPAA compliance, and collaboration with ITS and clinical partners to optimize workflows and access across the care continuum. Full-time, on-site at Yale Health locations.