Healthcare Contact Center Manager: Ops & Patient Experience

Shield Healthcare; Carrollton (TX); Sur place; USD 92 000 - 112 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, and Vision

401(k) with Company Match

Sick and Vacation Days

Flexible Spending Account

Life & Disability Insurance

Education Assistance

Résumé du poste

Shield Healthcare seeks a Contact Center Manager in Carrollton, TX to lead the daily contact center operations and manage supervisors and frontline staff. You will drive service level performance, ensure compliant, high-quality service delivery, and partner with clinical and administrative leadership to improve patient access and revenue opportunities.

The role emphasizes a culture of accountability, continuous improvement, and employee engagement, with 15% travel and heavy focus on patient

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Management or related field preferred.
• 7+ years of experience in customer service/patient access/contact center.
• 4+ years of progressive leadership/management experience.
• Strong leadership, coaching and employee development skills.
• HIPAA knowledge and privacy compliance familiarity.

Responsabilités

• Implement the Contact Center strategy with short- and long-term goals.
• Lead daily operations to meet service level, quality and financial targets.
• Develop staffing models and scheduling for coverage.
• Monitor KPIs: service level, abandon rate, ASA, quality, satisfaction, FCR, productivity.
• Drive continuous improvement across people, processes, technology, and workflows.
• Collaborate with leaders to improve patient access and service excellence.
• Onboard, coach, and retain high-performing staff and leaders.
• Provide leadership and professional development for teams.
• Foster a positive, high-performance culture and accountability.
• Ensure HIPAA compliance and privacy standards.
• Oversee QA programs for consistent, patient-centered service.
• Lead projects and change management initiatives.
• Serve as escalation point for complex patient or operational concerns.
• Complete special projects to support objectives.

Connaissances

Leadership

Communication

Customer focus

Microsoft 365

Relationship building

Formation

Bachelor's degree in Business Administration, Healthcare Administration, Management

Outils

Contact center tech

Workforce management

CRM systems

Description du poste

Shield Healthcare seeks a Contact Center Manager in Carrollton, TX to lead the daily contact center operations and manage supervisors and frontline staff. You will drive service level performance, ensure compliant, high-quality service delivery, and partner with clinical and administrative leadership to improve patient access and revenue opportunities.

The role emphasizes a culture of accountability, continuous improvement, and employee engagement, with 15% travel and heavy focus on patient