Healthcare Call Center Operations Leader

Mercy Medical Center, Inc.; Baltimore (MD); Hybrid; USD 41,000 - 67,000; Full time

Benefits offered by this job

Health benefits

Retirement plan (403b)

Paid time off

Tuition reimbursement

Mental health resources

Disability benefits

Discounts & perks

Rewards & recognition program

Job summary

Mercy Medical Center, Inc. is seeking an Operations Manager to lead the Primary Care Call Center in Baltimore. You will guide daily operations for 60+ staff, ensuring timely, accurate, and patient-centered service and alignment with access and quality goals.

The role requires strong leadership, staffing oversight, and performance management in a healthcare call-center environment. On-site work at 301 St. Paul Place, Baltimore, MD 21202 with travel to community locations as needed.

Qualifications

• Bachelor's degree in Business Administration or Healthcare required; 5 years of progressively increasing management experience may substitute.
• Master's in Healthcare Administration preferred.
• Experience managing performance metrics, staffing, employee relations, quality assurance, and process-improvement initiatives.
• Experience with Epic or a comparable electronic health record system is strongly preferred.

Responsibilities

• Oversee daily operations of the Primary Care Call Center, including inbound/outbound calls, scheduling, messages, referrals, and related admin tasks.
• Provide leadership coverage to support business hours, call volumes, and priorities.
• Monitor performance dashboards and adjust staffing and workflows as needed.
• Ensure adherence to policies, procedures, and service standards across the team.
• Develop and sustain a culture of accountability, collaboration, and patient-centered service.

Skills

Leadership

Operations management

Call center leadership

Staff development

Performance management

Education

Bachelor's degree in Business Administration or Healthcare

Master's in Healthcare Administration preferred

Tools

Epic

Meditech

Workforce management tools

Call center software

Job description

Mercy Medical Center, Inc. is seeking an Operations Manager to lead the Primary Care Call Center in Baltimore. You will guide daily operations for 60+ staff, ensuring timely, accurate, and patient-centered service and alignment with access and quality goals.

The role requires strong leadership, staffing oversight, and performance management in a healthcare call-center environment. On-site work at 301 St. Paul Place, Baltimore, MD 21202 with travel to community locations as needed.