Job Description
Job DescriptionTitle: Healthcare Call Center Manager
Reports to: Director, Complete Care Services
Status: Full-Time
FLSA Classification: Salary, Exempt
Commonwealth Pain & Spine is a pain management network dedicated to improving the lives of our patients by treating their pain with the utmost respect and providing them with the most innovative, safe, responsible, and clinically proven pain relief possible.
Our team of best-in-class physicians, administrators, and staff empathizes with the needs of our patients. We recognize that their pain is exhausting and debilitating and limits their quality of life. Relief from chronic pain is achievable in various degrees through our intelligent and multimodal team-based approach. Our entire team is committed to providing levels of patient satisfaction and overall clinical outcomes that far exceed the expectations of the medical community, referring physicians, and our customers.
Benefits:
- Competitive compensation
- Comprehensive Health/Vision/Dental insurance options
- Great PTO plan PLUS Paid Holidays
- 401k and matching available
Commonwealth Pain and Spine is an Equal Employment Opportunity Employer!
Job Summary:
The Healthcare Call Center Manager is a high-impact leadership role responsible for the performance, engagement, and development of the Patient Support Team (PST). This individual must be a strategic thinker, proactive problem solver, and results-driven leader who can drive operational excellence across patient communications and call center functions. This role requires a strong command of AI-supported technologies, a passion for delivering exceptional patient service, and the ability to lead teams through change with confidence and clarity.
The Manager serves as the primary liaison between the PST and the clinic leaders, ensuring alignment between department goals and organizational priorities. This position is essential in cultivating a high-performing, accountable, and patient-centered team environment.Responsibilities
- Lead, inspire, and hold accountable a growing team of Patient Support Specialists, providing daily guidance, oversight, coaching, and performance evaluations.
- Foster a culture of ownership, excellence, and continuous improvement through regular feedback, team development plans, and leadership presence.
- Create and maintain clear performance expectations, ensuring call center and patient communication standards are consistently met or exceeded.
- Implement AI-driven platforms and workflows to enhance efficiency in scheduling, triaging, and patient engagement, ensuring team adoption and maximizing impact.
- Manage staffing plans and coverage strategies to align with patient demand, call volume trends, holidays, and clinic schedules.
- Serve as the point person for issue resolution and escalations, navigating complex situations with professionalism, urgency, and compassion.
- Act as the departmental strategist, identifying operational challenges and driving forward-looking solutions in collaboration with leadership.
- Partner with IT and vendors to resolve software or system issues, ensuring minimal downtime and uninterrupted patient service.
- Monitor and report key metrics including call wait times, encounter completion, scheduling accuracy, and call quality compliance.
- Ensure timely and accurate documentation of all patient interactions in accordance with HIPAA and organizational guidelines.
- Collaborate cross-functionally with clinical and administrative teams to align communication, service expectations, and patient access goals.
- Promote and enforce the organization’s mission, values, and service guarantees through role modeling and team accountability.
- Perform other duties as assigned, including support for affiliates, vendors, or contractors as appropriate.
Leadership Expectations:
- Demonstrated ability to lead by example with integrity, poise, and confidence in high-pressure or fast-paced environments.
- Proven success managing and motivating frontline staff, resolving conflict, and cultivating a team-oriented culture.
- Strong ability to delegate strategically, manage priorities across multiple stakeholders, and hold team members accountable to clear standards.
- Experience in coaching underperformers and developing high-potential talent.
- Skilled at managing change and gaining buy-in for new tools and processes, including digital and AI-integrated solutions.
- Clear, concise, and inspirational communicator—both written and verbal—with the ability to influence at all levels of the organization.
Required Skills
- Minimum 3 years in healthcare call center or patient operations, with at least 2 years in a supervisory or management role.
- Direct experience managing or implementing AI tools in a healthcare environment.
- Deep knowledge of healthcare call center operations, patient access workflows, and technology solutions.
- Experience deploying or managing AI-based tools or virtual assistants in a healthcare or customer service setting.
- Strong interpersonal and leadership skills with an emphasis on building trust, managing performance, and driving accountability.
- Ability to analyze data and make strategic decisions that optimize team performance and patient experience.
- Proficiency in Microsoft Office Suite, EHR systems, and call center software.
- Highly organized, detail-oriented, and results-focused.
Education and Experience:
- Associate or bachelor’s degree required.
Physical Requirements:
The physical demands of this position will include sitting and standing with occasional light to medium lifting. An employee must meet these requirements to successfully perform the essential duties of this job. Reasonable accommodation will be made in accordance with ADA rules and regulations.