Patient Care Contact Center Leader

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

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.