Soris Pain & Vascular Institute
Manager, Patient Contact Center Operations
Northern Ireland
$90k – $120k/yr
Posted 2 days ago
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Manager, Patient Contact Center Operations
Location: Remote, U.S.-based
Employment Type: Full-Time
Salary Range: $90,000–$120,000 annually
Schedule: Primarily aligned with Eastern and Central Time business hours
Position Summary
We are seeking an experienced Manager, Patient Contact Center Operations to lead and advance our centralized patient contact center supporting Beyond Podiatry, Columbus Vascular Vein & Aesthetics, and Soris Pain & Vascular Institute.
The Patient Contact Center currently consists of approximately 24 agents, with a combination of U.S.-based and offshore team members located in the Philippines. The contact center currently manages primarily inbound patient calls and scheduling, with plans to significantly expand outbound patient engagement and the use of artificial intelligence and automation for both inbound and outbound interactions.
This is a hands-on leadership position for an experienced contact center operator who understands how to manage high-volume patient communications while improving service levels, scheduling conversion, productivity, quality, and patient experience.
A critical component of this role will be helping develop and implement our future contact center model, including the effective integration of AI voice technology, automation, and human agents. Candidates must have meaningful previous experience implementing, integrating, or managing AI-enabled contact center technology.
The successful candidate will combine strong people leadership with operational discipline, analytical capabilities, technology experience, and a patient-focused approach.
Key Responsibilities
Contact Center Leadership & Operations
- Provide day-to-day leadership for approximately 24 U.S.-based and offshore contact center agents.
- Manage inbound and outbound patient contact center operations across multiple healthcare organizations, specialties, and locations.
- Establish appropriate staffing levels, schedules, queue coverage, and workforce management practices.
- Monitor call volumes, service levels, abandonment rates, average speed of answer, productivity, schedule adherence, and other operational KPIs.
- Develop standardized operating procedures, call workflows, scripts, escalation protocols, and service standards.
- Identify operational bottlenecks and implement solutions to improve contact center performance.
- Ensure appropriate coverage across Eastern and Central Time zones.
- Support continued scaling of the contact center as the organizations add locations, service lines, and patient volume.
Team Leadership & Performance Management
- Recruit, onboard, train, coach, and develop contact center employees.
- Establish clear individual and team performance expectations.
- Conduct routine call reviews, quality assurance evaluations, coaching sessions, and performance reviews.
- Develop agent scorecards and consistent performance management processes.
- Create a culture of accountability, continuous improvement, patient service, and teamwork.
- Manage performance consistently across domestic and offshore teams.
- Partner with offshore resources and vendors to maintain consistent standards for service, quality, productivity, and patient experience.
- Identify training needs and develop programs to improve scheduling effectiveness, call handling, and patient communication.
Patient Acquisition & Scheduling Conversion
- Treat the contact center as a critical component of the patient acquisition and patient experience process.
- Monitor and improve new-patient inquiry-to-appointment conversion rates.
- Analyze call and agent performance to identify opportunities to improve appointment scheduling.
- Partner with Marketing and Operations to improve the conversion of digital leads, phone inquiries, referrals, and other patient acquisition channels.
- Develop processes to recover missed calls and unconverted patient inquiries.
- Identify opportunities to improve appointment show rates and reduce patient leakage.
- Balance operational efficiency with patient experience and successful appointment conversion.
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Outbound Patient Engagement
- Develop and expand structured outbound calling capabilities, including programs such as:
- Marketing lead follow-up
- Missed-call recovery
- Unconverted inquiry follow-up
- Appointment confirmation
- Cancellation recovery
- No-show recovery
- Patient reactivation and recall
- Referral follow-up
- Appropriate patient education and scheduling outreach
- Establish appropriate outbound workflows, calling cadences, scripts, disposition codes, performance metrics, and reporting.
- Measure outbound programs based on contact rates, appointments generated, conversion, patient experience, and overall business impact.
AI, Automation & Contact Center Technology
- Lead the operational adoption and optimization of AI-enabled contact center technology.
- Evaluate where AI voice agents, automation, and human agents should be utilized across inbound and outbound patient interactions.
- Help design, test, implement, and optimize AI calling workflows.
- Establish appropriate escalation and handoff processes between AI and human agents.
- Monitor AI interactions for accuracy, patient experience, scheduling performance, compliance, and conversion.
- Develop performance comparisons between AI-assisted, AI-managed, and human-managed interactions.
- Identify opportunities for AI-assisted quality assurance, call transcription, coaching, agent assistance, patient follow-up, and workflow automation.
- Work with internal stakeholders and technology vendors to continuously improve contact center systems.
- Evaluate emerging technology while maintaining appropriate patient privacy, quality, and operational controls.
Analytics & Performance Reporting
- Develop and maintain dashboards and reporting for key contact center metrics, including:
- Call volume
- Answer rate
- Service level
- Abandonment rate
- Average speed of answer
- Average handle time
- Schedule adherence
- Agent productivity
- Quality assurance scores
- New-patient booking rate
- Inquiry-to-appointment conversion
- Outbound contact rate
- Outbound appointment conversion
- Missed-call recovery
- Cancellation and no-show recovery
- Patient experience metrics
- Cost per contact and/or booked appointment where appropriate
- Use data to identify differences in performance by agent, team, location, service line, lead source, and patient type.
- Translate contact center data into clear recommendations for executive and operational leadership.
Cross-Functional Collaboration
- Partner closely with Marketing, Operations, clinical leadership, IT, and other stakeholders.
- Coordinate with Marketing on lead management, CRM workflows, attribution, and patient acquisition initiatives.
- Work with operational leaders to address scheduling issues, appointment availability, patient concerns, and escalation processes.
- Support integration between the contact center, CRM, EHR, scheduling systems, call analytics platforms, and other technologies.
- Participate in planning related to organizational growth, new locations, new service lines, and centralized patient access.
Required Qualifications
- 5+ years of progressive contact center operations experience.
- 3+ years of direct contact center management experience, including responsibility for agent performance, staffing, coaching, quality, and operational KPIs.
- Demonstrated experience managing a high-volume inbound contact center.
- Demonstrated experience developing or managing outbound contact center programs.
- Direct experience implementing, integrating, optimizing, or managing AI-enabled contact center technology, including AI voice applications.
- Strong understanding of contact center technologies, call routing, workforce management, quality assurance, and performance reporting.
- Demonstrated ability to use operational data to improve employee performance and customer/patient outcomes.
- Experience managing remote or geographically distributed employees.
- Strong leadership, coaching, communication, and change-management skills.
- Strong analytical and problem-solving capabilities.
- Ability to operate effectively in a fast-growing, multi-organization environment.
- Ability to work primarily within Eastern and Central Time business hours.
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Preferred Qualifications
- Healthcare contact center, centralized scheduling, patient access, or patient services experience.
- Experience supporting multi-location physician practices, specialty healthcare organizations, MSOs, ambulatory healthcare, or other multi-site healthcare operations.
- Experience managing a blended U.S.-based and offshore workforce.
- Experience directly managing offshore teams or BPO partners in the Philippines or similar markets.
- Experience with CRM platforms, EHR/EMR systems, scheduling technology, call analytics platforms, and workforce management systems.
- Experience with HubSpot or similar CRM platforms.
- Experience with healthcare call analytics and patient acquisition platforms.
- Experience implementing AI voice agents for inbound and/or outbound calling.
- Experience with conversational AI, automated QA, call transcription, sentiment analysis, agent-assist technology, or similar contact center automation.
- Experience building a contact center operation through a period of significant growth or transformation.
- Familiarity with HIPAA and healthcare patient privacy requirements.
Education
- Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, or a related field preferred.
Equivalent combinations of education and substantial relevant contact center leadership experience will also be considered.
Key Competencies
The Successful Candidate Will Demonstrate
- Operational Leadership: Ability to manage a complex contact center with clear standards and accountability.
- People Development: Strong coaching and employee-development capabilities.
- Patient Focus: Understanding that efficient operations must also deliver a positive patient experience.
- Conversion Mindset: Ability to connect contact center performance with appointment generation and patient acquisition.
- Analytical Thinking: Comfort interpreting contact center data and translating findings into action.
- Technology Leadership: Ability to evaluate and implement new contact center technologies.
- AI Experience: Practical experience moving AI contact center solutions from concept or pilot into operational use.
- Change Management: Ability to lead teams through new workflows, technology, and performance expectations.
- Cross-Functional Leadership: Ability to work effectively with Marketing, Operations, clinical teams, technology partners, and executive leadership.
- Continuous Improvement: Consistent focus on improving processes, productivity, service, quality, and conversion.
Success in This Position
During the first year, the Manager, Patient Contact Center Operations will be expected to:
- Establish consistent contact center KPIs and agent scorecards.
- Improve visibility into inbound call performance and patient scheduling conversion.
- Develop a formalized quality assurance and coaching program.
- Standardize processes across U.S.-based and offshore teams.
- Build and expand outbound patient engagement capabilities.
- Identify and reduce missed patient acquisition opportunities.
- Improve coordination between Marketing, Operations, scheduling, and the contact center.
- Establish a defined strategy for the use of AI
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