Position Details

Contact Center Operations & Technology Manager

A career at Community Health Centers offers a unique opportunity to join a team that makes a real impact in our community every day, by improving individuals' health while enhancing their quality of life.

Top Reasons to Work at Community Health Centers

  • No weekends for the majority of our centers, 10 Paid Holidays and early Fridays
  • A great benefits package that includes healthcare coverage, paid time off, paid holidays, retirement plan, and more.
  • Competitive compensation with advancement opportunities and tuition / training reimbursement.
  • Awarded "Best and Brightest Companies to Work for in the Nation" for five consecutive years.
  • Awarded "Top 100 Workplaces for Growing Families" by Orlando Sentinel.
  • Modernized and attractive health centers, that patients love.

Job Summary:

The Contact Center Operations & Technology Manager ("Manager") oversees the daily operations of CHC's centralized Contact Center, ensuring high-quality customer service, efficient workflows, and consistent performance across the team. This role is responsible for leading contact center staff, monitoring service levels, optimizing operational processes, and fostering a professional, solutions-focused environment.

The Manager provides strategic, operational, and technical leadership for all Contact Center platforms and systems. Responsibilities include oversight of Contact Center as a Service (CCaaS) platforms, Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) routing, Workforce Management (WFM) tools, Quality Assurance (QA) and call-recording systems, Customer Relationship Management (CRM) and patient engagement solutions, and integration with the Electronic Health Record (EHR) and Practice Management (PM) systems.

Leadership Essential Job Requirements:

Operational Management

  • Manages daily Contact Center operations, ensuring appropriate staffing, workflow oversight, and operational efficiency.
  • Ensures Contact Center functions are completed accurately, timely, and with a strong customer service focus.
  • Oversees activities to meet CHC performance standards, goals, and compliance requirements.
  • Reviews, develops, and updates Contact Center policies, procedures, and workflows.
  • Ensures adherence to the Health Insurance Portability and Accountability Act (HIPAA), privacy regulations, and CHC policies.

Performance Monitoring & Reporting

  • Monitors call performance metrics and escalates service delays or operational concerns as needed.
  • Prepares, analyzes, and distributes Operational Summary Reports and other required documentation.
  • Develops, monitors, and reports on Key Performance Indicators (KPIs) such as call volume, service levels, abandonment rates, handle time, and patient satisfaction.
  • Conducts call monitoring and quality assurance reviews to ensure service quality and compliance with CHC standards.

Workforce & Staff Development

  • Leads, mentors, and develops Contact Center staff through coaching, training, performance evaluations, and corrective action when necessary.
  • Oversees workforce management, including scheduling, time-off approvals, and coverage to meet service level requirements.
  • Fosters a positive, professional, and high-performing workplace culture.

Collaboration & Cross-Department Coordination

  • Collaborates with management, clinical teams, and providers to support smooth patient flow, timely appointment scheduling, and effective resolution of patient inquiries.
  • Coordinates with internal departments to ensure seamless cross-team collaboration.
  • Partners with upper management to support organizational goals and CHC growth initiatives.
  • Drives continuous improvement by identifying and implementing process enhancements and performance optimization strategies.

Technology Essential Job Requirements:

Systems Administration

  • Owns, administers, and optimizes Contact Center platforms including CCaaS/telephony systems, IVR/ACD routing, WFM tools, call recording, QA systems, and related integrations.
  • Oversees CRM/patient engagement tools, EHR workflow touchpoints, and integration between communication systems and clinical applications.
  • Coordinates with Information Services (IS) and external vendors on upgrades, troubleshooting, user access, and system performance improvements.

Workflow, Access & Optimization

  • Develops and maintains standardized patient access workflows across clinics, remote teams, and service lines.
  • Leads automation and digital access initiatives, including IVR enhancements, self-service tools, Short Message Service (SMS)/chat solutions, and online engagement platforms.
  • Builds and maintains knowledge bases, QA programs, coaching tools, and performance improvement frameworks.

Data, Reporting & Analytics

  • Produces KPI dashboards, performance reports, and operational insights using analytics and Business Intelligence (BI) tools to drive decision-making and continuous improvement.

Cross-Functional Collaboration

  • Works with Operations, Information Systems, and Clinical teams to refine scheduling protocols, enhance EHR workflows, and improve patient flow across the CHC system.

Security, Compliance & Regulatory

  • Ensures strict adherence to HIPAA, PCI, CJIS, FDLE, and CHC security and privacy policies across all systems and processes.

Skills & Competencies

  • Use computers, telephony devices, headsets, and office equipment with accuracy.
  • Read, interpret, and apply written instructions, technical materials, reports, and electronic documentation.
  • Follow verbal and written technical and non-technical directions effectively.
  • Make informed decisions with minimal supervision and exercise sound judgment in complex situations.
  • Analyze data, identify trends, and produce clear, executive-level reports.
  • Troubleshoot telephony issues, call flows, and workflow problems with strong technical proficiency.
  • Interpret, communicate, and apply technical information across CCaaS, IVR/ACD, WFM, QA, CRM/engagement tools, and EHR/PM systems.
  • Learn new technologies quickly and support staff through system or process changes.
  • Work flexible hours-including early mornings, evenings, or occasional weekends-to support operational needs, system updates, incident response, or high-volume periods.
  • Maintain confidentiality and comply with HIPAA, Payment Card Industry (PCI) standards, Criminal Justice Information Services (CJIS) requirements, and Florida Department of Law Enforcement (FDLE) regulations and CHC policies.

Communication Skills

  • Clear, professional communication is essential to success in this role.

Equipment & Machinery

This role requires regular use of:

  • CCaaS/telephony platforms (VoIP, IVR/ACD, softphone/headset systems)
  • Workforce Management (WFM) and Quality Assurance/Recording systems
  • CRM/patient engagement tools
  • Electronic Health Record (EHR) and Practice Management systems
  • Desktop/laptop computers, dual monitors, and productivity software
  • Printers, scanners, and standard administrative equipment
  • Analytics/reporting platforms and data visualization tools
  • Remote collaboration platforms (Teams, Zoom, etc.)

Physical Requirements & Health Safety

  • Sit or stand for extended periods.
  • Walk moderate distances within clinical or administrative buildings.
  • Bend, reach, stretch, twist and perform light physical activities related to office or contact center operations.
  • Lift or transport items up to 20 pounds.
  • Hear and understand spoken communication in a busy environment.
  • Work performed primarily in an office or Contact Center environment with standard equipment exposure.
  • Minimal to no direct exposure to infectious diseases; adherence to CHC safety, infection control, and OSHA guidelines is required.
  • Must follow ergonomic best practices and maintain a safe workstation setup.

Qualifications

Education

  • Bachelor's degree in Business, Healthcare Administration, Information Technology, or a related field.
  • Four (4) years of directly related experience may be considered in lieu of a specialized degree.

Experience

  • Minimum 3 years of leadership experience in a healthcare contact center or patient access environment, including multi-site and/or remote team management.
  • Minimum 2 years of technical experience with CCaaS platforms, IVR/ACD routing, WFM systems, QA/recording tools, CRM/engagement technology, or EHR/PM integration.
  • 1 year experience with EHR/patient access systems preferred.
  • Proficiency with Microsoft Excel, reporting dashboards, and analytics tools.
  • Strong communication, leadership, troubleshooting, and process improvement skills.
  • Bilingual English/Spanish preferred.

Additional Requirements

  • Occasional travel between CHC locations may be required.
  • Performs other duties as assigned.