Contact Center & Patient Engagement Manager

Centrum Health; Florida; On-site; USD 80,000 - 120,000; Full time

Job summary

Centrum Health, part of NeueHealth, seeks a dynamic Manager of the Contact Center and Patient Engagement to lead scheduling operations for inbound and outbound appointment calls. The role focuses on delivering a high-quality patient experience, meeting SLAs, and driving efficiency in a fast-growing environment.

The ideal candidate will have 4+ years in contact center management, bilingual English/Spanish, and a proven ability to innovate processes while ensuring HIPAA compliance.

Qualifications

• 4+ years in contact center operations management.
• Experience managing a staff of 30+ employees.
• Experience using data to manage SLAs and KPIs.
• Vendor and offshore contact center management experience preferred.
• Bilingual in English and Spanish.
• Strategic and analytical thinker with systems and process orientation.
• Strong problem-solving, critical thinking, and business acumen.
• Self-starter with ability to drive projects with minimal oversight.
• Comfort with building new processes and tools.

Responsibilities

• Provide strong leadership that mentors and develops team members to leverage every call.
• Oversee scheduling operations, set SLAs, and build processes to meet goals.
• Direct and manage Supervisors, Scheduling Center Agents, and other contact center staff.
• Collaborate with IT to ensure smooth operations across all hours.
• Oversee outbound and inbound call strategy, staffing, prioritization, and KPIs.
• Lead hiring processes for new team members.
• Partner with leadership to develop orientation and training for agents.
• Formulate policies guiding contact center operations for efficiency.
• Ensure compliance with HIPAA, Privacy Act, and quality standards.

Skills

Bilingual English/Spanish

Leadership

Strategic thinking

Data-driven management

Education

Bachelor's degree preferred

Job description

Centrum Health, part of NeueHealth, seeks a dynamic Manager of the Contact Center and Patient Engagement to lead scheduling operations for inbound and outbound appointment calls. The role focuses on delivering a high-quality patient experience, meeting SLAs, and driving efficiency in a fast-growing environment.

The ideal candidate will have 4+ years in contact center management, bilingual English/Spanish, and a proven ability to innovate processes while ensuring HIPAA compliance.