Senior Operations Manager, Primary Care Call Center

Mercy Medical Center, Baltimore, MD; Baltimore (MD); Presencial; USD 41 000 - 67 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health benefits

Retirement plan

PTO & holidays

Tuition reimbursement

Mental health resources

Disability coverage

Discounts

Rewards program

Resumo da oferta

Mercy Medical Center in Baltimore is hiring an Operations Manager to lead the Primary Care Call Center. You’ll oversee 60+ staff including supervisors and agents, ensuring timely, accurate, and patient-centered service. This role partners with practice leadership and requires travel to community locations; on-site at 301 St.

Paul Place, Baltimore, MD 21202. Responsibilities include staffing, performance management, and process improvements to support access, quality, and patient experience.

Qualificações

• High school diploma or GED required.
• Bachelor's degree in Business Administration, Healthcare, or related field.
• 5+ years of progressively responsible management experience; master’s preferred.
• Experience with electronic health records (Epic or similar) is preferred.

Responsabilidades

• Oversee daily operations of the Primary Care Call Center including inbound/outbound calls, appointment scheduling, and patient messages.
• Ensure staffing and leadership coverage to support hours, volume, and priorities.
• Monitor performance dashboards and adjust staffing, workflows, and processes.
• Lead recruitment, onboarding, training, and performance evaluations for the department.
• Ensure compliance with organizational policies, privacy standards, and service quality.

Conhecimentos

People management

Performance metrics

Call center operations

Leadership coaching

Formação académica

Bachelor's degree in Business/Healthcare

Master's in Healthcare Administration (preferred)

Ferramentas

Epic/EHR systems

Descrição da oferta de emprego

Mercy Medical Center in Baltimore is hiring an Operations Manager to lead the Primary Care Call Center. You’ll oversee 60+ staff including supervisors and agents, ensuring timely, accurate, and patient-centered service. This role partners with practice leadership and requires travel to community locations; on-site at 301 St.

Paul Place, Baltimore, MD 21202. Responsibilities include staffing, performance management, and process improvements to support access, quality, and patient experience.