Impactful Manager, Contact Center & Patient Access

Socket.dev; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

Children’s Cardiology, a subsidiary of Children’s Healthcare of Atlanta, seeks a Contact Center Manager to lead day-to-day operations of the Contact Center and Access Operations team. You will oversee customer service, scheduling, performance management, and HR processes to achieve service goals and improve patient access.

You will develop KPI-driven staffing strategies, monitor access metrics, and coordinate training and ongoing staff development.

Qualifications

• Bachelor’s degree in health management or related field.
• 5-7 years in call center/access operations administration.
• 3+ years of supervisory experience.
• Excellent customer service and interpersonal skills.
• Proficiency with Microsoft Office, especially Excel.
• Strong analytical and problem-solving abilities.
• Excellent oral and written communication.
• Attention to detail, organization, and follow-through.
• Ability to prioritize multiple tasks.

Responsibilities

• Supervise daily functions of all department staff and assist with annual reviews.
• Develop and monitor KPIs for contact center operations and patient access.
• Create data-driven staffing strategies to improve service levels.
• Monitor scheduling, access metrics, and provider template utilization.
• Lead access strategy, capacity planning, and scheduling optimization.
• Oversee training and onboarding of new staff; monthly training.
• Participate on Epic and PEDS360 steering committees; act as Epic Superuser.
• Prepare and publish staff schedules (day, night, weekend).
• Establish and enforce internal policies for department effectiveness.
• Handle complex customer inquiries or complaints; liaison with team leads.
• Analyze performance statistics to maintain and improve quality.
• Spearhead equipment/tech improvements to support operations.
• Maintain connections with community resources; follow industry standards.

Skills

Customer service

Interpersonal skills

Excel

Analytical thinking

Oral & written communication

Confidentiality

Education

Bachelor’s degree in health management

Tools

Microsoft Office Suite

Epic

PEDS360

Job description

Children’s Cardiology, a subsidiary of Children’s Healthcare of Atlanta, seeks a Contact Center Manager to lead day-to-day operations of the Contact Center and Access Operations team. You will oversee customer service, scheduling, performance management, and HR processes to achieve service goals and improve patient access.

You will develop KPI-driven staffing strategies, monitor access metrics, and coordinate training and ongoing staff development.