Manager, Patient Care Contact Center

Access Community Health Network; Chicago (IL); On-site; USD 70,000 - 100,000; Full time

Job summary

Access Community Health Network is seeking a Manager, Patient Care Contact Center to oversee hiring, onboarding, and engagement of staff, ensuring excellent service to ACCESS patients and customers. You will set objectives, analyze center metrics, and collaborate with Health Center Leadership for continuous improvement.

The role requires 4+ years in customer service with leadership experience and proficiency in Office tools; healthcare or contact center experience is preferred.

Qualifications

• Minimum of four (4) years of customer service experience required, preferably in healthcare or contact center.
• Minimum of one (1) year of leadership experience as a Team Lead/Supervisor or equivalent.
• Experience analyzing operational and financial data, including performance metrics.
• Intermediate proficiency in Microsoft Office applications and contact center tech.

Responsibilities

• Foster and maintain a high-performing contact center culture focused on exceptional service.
• Lead day-to-day operations of the Contact Center and meet service levels.
• Establish and report KPIs, metrics, and goals for performance.
• Develop workforce plans to optimize staffing, scheduling, and tech utilization.
• Conduct leadership huddles to communicate priorities and drive excellence.
• Analyze operational data (appointment conversion, scheduling, service levels) and implement improvements.
• Oversee onboarding, training, and development programs for staff.
• Address escalated patient, customer, and operational issues promptly.
• Monitor and improve contact center processes and QA standards.
• Manage departmental budgets and expenditures responsibly.
• Perform other duties as assigned.

Skills

Leadership

Customer service excellence

Data analysis

Operations management

Education

Bachelor's degree (preferred)

High school diploma or GED

Tools

Microsoft Office

Contact center systems

Workforce management tools

Telecommunications platforms

Job description

We are an equal opportunity employer. All qualified applicants will receive consideration for employment. We do not discriminate for any reason. We welcome talented individuals who believe in our mission, drive the organization forward, and recognize the positive impact they can bring to our communities.

Position Summary

The Manager, Patient Care Contact Center is responsible for managing the hiring, onboarding, and engagement of contact center staff to provide excellent service to ACCESS patients/customers. The Manager will set objectives, analyze contact center metrics, ensure that the company and staff goals are consistently met and provide reliable, efficient support for patients/customers. The Manager will work with Health Center Leadership and staff for continuous improvement.

Core Job Responsibilities

• Foster and maintain a high-performing contact center culture focused on delivering exceptional service and support to patients, customers, and employees.
• Lead the day-to-day operations of the Contact Center, ensuring service levels, productivity, quality, and operational objectives are consistently achieved.
• Establish, monitor, and report on key performance indicators (KPIs), service metrics, and operational goals to drive performance and continuous improvement.
• Develop workforce and resource plans to optimize staffing levels, scheduling, technology utilization, and operational efficiency.
• Conduct regular leadership and team huddles to communicate priorities, reinforce expectations, and support operational excellence.
• Analyze operational and customer service data, including appointment conversion rates, scheduling effectiveness, service levels, quality metrics, and customer experience trends, and implement improvement strategies.
• Oversee onboarding, training, and development programs to ensure employees possess the knowledge, skills, and competencies required for success.
• Address and resolve escalated patient, customer, and operational issues while promoting a high level of service recovery and satisfaction.
• Monitor and continuously improve contact center processes, workflows, quality assurance standards, and customer service practices to enhance performance and efficiency.
• Manage departmental budgets, monitor expenses, and ensure responsible stewardship of organizational
• Perform other duties as assigned.

Requirements And Preferences

• High school diploma or GED required; bachelor's degree in Business Administration, Healthcare Administration, or a related field preferred.
• Minimum of four (4) years of customer service experience required; experience in a healthcare, medical center, or contact center environment preferred.
• Minimum of one (1) year of leadership experience as a Team Lead, Supervisor, or equivalent role required, with responsibility for supporting a service-oriented team focused on delivering high-quality customer, patient, and employee experiences.
• Experience analyzing operational and financial data, including cost-effectiveness, productivity, and performance metrics, preferred.
• Intermediate proficiency in Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint, required.
• Intermediate proficiency using contact center systems, telecommunications platforms, workforce management tools, and related software applications required.

Working Conditions And Physical Requirements

• Work is performed primarily in a standard office environment with occasional presence at health centers.
• Local travel between sites and community events is required.

ACCESS is a Network of Federally Qualified Health Centers treating patients on the frontlines of community-based health care. Depending on position applied/being recruited for, candidates may be required to be vaccinated against communicable diseases and provide supporting documentation proving that they are properly vaccinated, or apply for religious and/or medical vaccination exemption as a part of the application process.

The pay ranges provided represent the minimum to mid-range for positions. Actual compensation will be determined based on a combination of factors including years of experience, educational background, market conditions, and available grant funding.