Operations Manager, Primary Care Call Center

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

Benefits offered by this job

Health benefits

Retirement plan (403b)

Paid time off & holidays

Tuition reimbursement

Mental health resources

Disability benefits

Employee discounts

Rewards & recognition program

Job summary

Mercy Medical Center, Inc. is seeking an Operations Manager to lead the Primary Care Call Center, guiding a team of 60+ staff including supervisors and agents. The role ensures timely, accurate, and patient-centered service while aligning with access, quality, and productivity goals.

Responsibilities include workforce planning, performance management, and collaboration with Practice Communications. This position may require travel to community locations and is based at 301 St.

Qualifications

• Bachelor's degree in Business Administration or Healthcare field; 5+ years of progressively responsible management experience can substitute education.
• Experience with electronic health records and call-management systems is preferred.
• Masters in Healthcare Administration preferred.

Responsibilities

• Oversee daily operations of the Primary Care Call Center including scheduling, messaging, referrals, and admin functions.
• Provide leadership to supervisors, team leads, and staff; drive performance and accountability.
• Monitor KPIs like abandoned calls, service levels, and scheduling accuracy; lead quality and patient experience initiatives.
• Develop staffing plans, handle recruitment, onboarding, and retention; ensure fair PTO and attendance policies.

Skills

Staff leadership

Performance management

Workforce planning

Call center leadership

Education

Bachelor of Business Administration

Science Degree in Healthcare

Master of Healthcare Administration

Tools

Meditech

Epic

Microsoft Word

PowerPoint

Excel

Microsoft Outlook

NetLearning

Electronic Performance Appraisal System

Job description

Mercy Medical Center, Inc. is seeking an Operations Manager to lead the Primary Care Call Center, guiding a team of 60+ staff including supervisors and agents. The role ensures timely, accurate, and patient-centered service while aligning with access, quality, and productivity goals.

Responsibilities include workforce planning, performance management, and collaboration with Practice Communications. This position may require travel to community locations and is based at 301 St.