Healthcare Call Center Operations Leader (Multi-Site)

HealthPartners; Minnesota; Presencial; USD 90.000 - 130.000; Jornada completa

Descripción de la vacante

HealthPartners in Minnesota is seeking a Manager of Call Center Operations to lead large-scale inbound and outbound appointment scheduling centers. You will drive safe, accurate access, and measurable service quality while aligning staffing with demand and improving the patient experience.

You will lead supervisors and frontline teams, design future-state operations, and ensure compliance with privacy and regulatory requirements, collaborating with clinic, training, and IT partners to advance

Formación

• Bachelor’s degree in business, healthcare administration, operations or related field.
• Five+ years of progressive leadership experience in a high-volume contact center or healthcare service environment.
• Experience overseeing inbound and outbound operations, workforce capacity, performance management and continuous improvement.
• Knowledge of scheduling, registration and referrals workflows, privacy, and confidentiality requirements.
• Proficiency with Epic scheduling and registration platforms; familiarity with contact center tech and data analytics.

Responsabilidades

• Direct daily operations for large inbound and outbound appointment scheduling centers across locations and service lines.
• Design future-state operating models, standardize workflows, and align staffing with demand.
• Own service levels, speed to answer, abandonment, handle time, and scheduling accuracy; drive improvements.
• Lead supervisors and frontline teams; manage hiring, onboarding, retention and development.
• Govern scheduling workflows and resources; forecast demand and balance inbound/outbound work.
• Collaborate with cross-functional partners to align with clinical workflows and organizational strategy.
• Ensure privacy, compliance, and risk management across patient-access operations.
• Monitor labor costs, productivity and administrative stewardship.

Conocimientos

Leadership

Coaching

Change management

Data analysis

Forecasting

Queue management

Privacy policy

Communication

Microsoft Office

Adaptability

Educación

Bachelor’s degree

Herramientas

Epic scheduling

Epic registration

Telephony systems

Workforce management

Quality monitoring

Descripción del empleo

HealthPartners in Minnesota is seeking a Manager of Call Center Operations to lead large-scale inbound and outbound appointment scheduling centers. You will drive safe, accurate access, and measurable service quality while aligning staffing with demand and improving the patient experience.

You will lead supervisors and frontline teams, design future-state operations, and ensure compliance with privacy and regulatory requirements, collaborating with clinic, training, and IT partners to advance