Patient Engagement & Call Center Manager

Description

Department: Patient Experience / Operations  

Setting: Primary Care — In-Person & Virtual (Hybrid) 

FLSA Status: Exempt | Full-Time 

Position Summary 

The Patient Engagement & Call Center Manager leads the daily operations of our patient-facing call center and omnichannel engagement programs across our primary care network, which includes both in-person clinic locations and a growing virtual care practice. This role is critical to ensuring patients can seamlessly access the right care — whether in the exam room or on a screen — while delivering a consistent, compassionate experience at every touchpoint. 

Key Responsibilities 

Patient Engagement & Access 

• Oversee inbound and outbound call center and in-clinic phone operations supporting appointment scheduling, care navigation, billing inquiries, and general patient support across clinic and telehealth lines 
• Manage scheduling workflows for both in-person primary care visits and virtual (video/phone) appointments, ensuring efficient utilization of provider capacity 
• Monitor and optimize KPIs including average handle time, first-call resolution, schedule fill rates, no-show rates, and patient satisfaction scores 
• Develop and maintain scripts, workflows, and escalation protocols tailored to both in-clinic and virtual care scenarios 
• Assist in execution proactive outreach programs including appointment reminders, annual wellness visit campaigns, chronic disease management check-ins, care gap closures, and post-visit follow-ups for both modalities 
• Identify and remove barriers to access — including transportation, technology literacy, and language — by connecting patients with appropriate resources or virtual alternatives 
• Partner with primary care providers and clinical staff to align engagement workflows with care team priorities and panel management goals 
• Support transitions between in-person and virtual care, ensuring patients understand their options and feel confident navigating both 

Team Leadership 

• Recruit, hire, train, and develop a team of patient engagement specialists and call center representatives 
• Ensure staff are well-versed in the nuances of scheduling and supporting both in-person and telehealth visits, including technology troubleshooting support for virtual patients 
• Conduct regular coaching, performance reviews, and professional development planning 
• Build a culture of empathy, accountability, and continuous improvement 

Technology & Reporting 

• Manage call center platforms and patient communication tools (e.g., ZenDesk/email, patient portal messaging) 
• Analyze trends in call volume, messaging, and patient feedback to identify improvement opportunities 
• Present performance dashboards and strategic recommendations to clinical and operational leadership 
• Evaluate and assess emerging AI tools and technologies to identify opportunities for operational improvement.  
• Collaborate cross-functionally to pilot, deploy and scale AI powered solutions 

Compliance & Quality 

• Ensure all operations comply with HIPAA, applicable telehealth regulations, and state licensing requirements for virtual care delivery 
• Oversee quality monitoring programs, including call reviews, patient satisfaction surveys, and virtual visit experience audits 

Qualifications 

Required 

• Bachelor's degree in Healthcare Administration, Business, Communications, or a related field 
• 4+ years of experience in call center, patient access, or care coordination management in a primary care or outpatient setting 
• Demonstrated experience supporting or managing telehealth or virtual care operations 
• Proven success leading teams of 10 or more in a fast-paced environment 
• Proficiency with EHR systems (e.g., Epic, Athenahealth, eClinicalWorks) and telehealth platforms 
• Strong knowledge of HIPAA and virtual care compliance requirements 

Preferred 

• Experience with patient engagement and CRM platforms (e.g., Phreesia, Klara, Salesforce Health Cloud, or similar) 
• Familiarity with primary care quality metrics, HEDIS measures, and value-based care models 
• Experience supporting underserved or complex patient populations 
• Bilingual or multilingual capabilities (Spanish a plus) 

Core Competencies 

• Deep commitment to patient-centered care across in-person and virtual settings 
• Adaptable and solutions-orien