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-oriented in a dual-modality care environment • Strong analytical skills with the ability to translate data into actionable improvements • Excellent communication and cross-functional collaboration skills • Empathetic leadership style with the ability to motivate and develop frontline teams Compensation & Benefits • Competitive salary commensurate with experience • Comprehensive health, dental, and vision coverage • 401(k) with employer match • Paid time off and observed holidays • Professional development and continuing education support We are an equal opportunity employer committed to building a diverse, inclusive team that reflects the communities we serve.