Job # 5391
Mai Placement
Call Center Operations Manager
Lakewood, NJ
$120,000–$170,000 DOE
Position Overview
A leading healthcare organization is seeking an experienced Director of Patient Access to oversee and optimize its centralized call center, patient scheduling operations, and overall patient access experience.
This is a hands-on leadership role requiring someone who can manage teams, streamline operations, implement systems, and drive measurable improvements in efficiency, patient satisfaction, and appointment availability.
The ideal candidate is a strong operational leader with experience managing high-volume call centers, developing teams, and using data and technology to improve performance.
Key Responsibilities
Oversee all patient access operations, including the centralized call center, appointment scheduling, and coordination across departments.
Lead and develop call center managers and staff, establishing clear performance expectations, accountability, and training programs.
Improve scheduling processes to maximize appointment availability, reduce wait times, and minimize cancellations and no-shows.
Establish and monitor KPIs, including call volume, answer rates, hold times, scheduling accuracy, and patient satisfaction.
Develop dashboards and reporting systems to track performance and identify opportunities for improvement.
Standardize workflows, scheduling guidelines, call scripts, and escalation procedures.
Collaborate with department leaders, practice managers, and medical directors to ensure efficient patient access.
Implement technology, automation, and process improvements to streamline operations and enhance the patient experience.
Ensure a consistently professional, efficient, and patient-centered experience across all interactions.
Support operational expansion, including onboarding new providers, departments, and locations.
Qualifications
Proven leadership experience in call center operations, patient access, or a similar high-volume service environment.
Strong experience managing managers, developing teams, and driving operational accountability.
Excellent understanding of call center KPIs, workforce management, and performance optimization.
Demonstrated ability to build systems, improve workflows, and implement operational efficiencies.
Strong analytical skills and experience using data to drive decisions.
Healthcare or medical scheduling experience strongly preferred.
Tech-savvy, organized, proactive, and comfortable leading change.
Excellent communication, problem-solving, and leadership skills.
To Apply: Send your resume to ahuva@maiplacement.com