Call Center Manager - Patient Access

At SOL Mental Health, we're not just building another clinical practice—we're redefining what’s possible in mental healthcare, and that starts with exceptional people like you. As an early-phase organization with ambitious goals, we offer something rare: the chance to truly own your function and make a lasting impact on an industry that desperately needs innovation. 

Your Contributions Matter Here 

We understand that exceptional mental healthcare requires more than just talented clinicians. It demands a foundation of operational excellence, innovative thinking, and robust support systems—areas where your expertise becomes invaluable. 

At SOL, you'll find: 

• True ownership opportunities in a growing organization where your ideas can become organizational standards 

• Direct access to passionate executive leadership committed to building both an exceptional service and an exceptional workplace 

• Career development pathways that evolve as we grow, with opportunities emerging faster than in established organizations 

• Cross-functional collaboration that exposes you to multiple aspects of healthcare innovation and practice management 

 

Why Building Something New Matters 

Building a leading mental health practice is challenging—we don't pretend otherwise. But when passionate professionals unite under a common mission, exceptional things happen. Your contributions at SOL won't disappear into the machinery of a large organization; they'll visibly shape our practices, culture, and success. 

We are seeking a dynamic and experienced Call Center Manager to lead and optimize our Patient Access operations. This position can be located out of our office in Pearland, Texas or be remote. The ideal candidate will have a passion for connecting patients to high-quality mental healthcare, driving team performance, and enhancing operational effectiveness. This role will play a critical part in ensuring that prospective patients receive timely, empathetic, and seamless support as they navigate our services. 

Key Responsibilities: 

• Lead, mentor, and develop a team of call center agents handling inbound and outbound calls for appointment scheduling, patient inquiries, and service navigation. 
• Implement and monitor performance metrics, KPIs, and quality assurance processes to ensure exceptional service delivery. 
• Foster a patient-centric culture that prioritizes empathy, responsiveness, and professionalism in every interaction. 
• Collaborate cross-functionally with clinical, marketing, and operations teams to align call center operations with organizational goals. 
• Optimize workforce management, including staffing models, scheduling, and resource allocation to meet demand. 
• Identify and implement process improvements and technology solutions to enhance effectiveness, efficiency, and patient and teammate experience. 
• Monitor and report on contact center performance, providing insights and recommendations to leadership. 
• Drive Integrated Care Patient Access initiatives by guiding agents in cross offering therapy and psychiatry service lines. 
• Develop and execute Patient Access training programs for the team, emphasizing consultative matching approaches tailored to align with patient needs in a healthcare environment. 
• Track and optimize conversion rates from inbound inquiries to booked appointments, implementing data-driven tactics to improve lead qualification and closure efficiency. 
• Ensure compliance with HIPAA and other relevant regulations and standards. 

Qualifications: 

• 3-5+ years of experience managing call center operations, preferably in a healthcare or mental health setting. 

• Demonstrated success in driving team performance, achieving KPIs, and delivering a seamless patient experience. 

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