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 & Wellness benefits

401(k) retirement plan

Paid Time Off

Tuition reimbursement

Employee Assistance Program

Disability insurance

Discounts on services

Job summary

Mercy Medical Center, Inc. is hiring an Operations Manager to oversee its Primary Care Call Center in Baltimore.

You will lead 60+ staff, including supervisors and agents, and ensure patient-centered, timely service aligned with access, quality, and productivity goals. As part of a mission-driven organization, you will partner with practice leadership, IT, HR, and clinical teams to translate strategy into daily operations, while maintaining compliance and employee engagement.

Qualifications

• Bachelor's degree in Business Administration or Healthcare; 5 years of management preferred.
• Equivalent combination of education and leadership experience considered.
• Experience with electronic health records and call-management systems preferred.
• Epic EMR experience strongly preferred.

Responsibilities

• Oversee daily operations of the Primary Care Call Center with 60+ staff.
• Ensure staffing coverage aligns with call volumes and service levels.
• Identify workflow inefficiencies and implement improvements for access and quality.
• Provide leadership availability during and outside business hours.

Skills

Staffing & Workforce Management

Leadership & Team Management

Patient-centered Service

Performance Monitoring

Education

Bachelor's degree in Business Administration or Healthcare

Tools

Epic EMR

Call Center Software

Workforce Management Tools

Job description

Mercy Medical Center, Inc. is hiring an Operations Manager to oversee its Primary Care Call Center in Baltimore.

You will lead 60+ staff, including supervisors and agents, and ensure patient-centered, timely service aligned with access, quality, and productivity goals. As part of a mission-driven organization, you will partner with practice leadership, IT, HR, and clinical teams to translate strategy into daily operations, while maintaining compliance and employee engagement.