Job Details

Are you a compassionate leader with a passion for healthcare service excellence? Do you thrive in fast-paced environments where every interaction matters? OnePeak Medical is seeking a Patient Concierge (Call Center) Manager to lead our high-performing, fully remote Patient Concierge Call Center.

This is not your typical call center leadership role-we're looking for a strategic and hands-on manager who can inspire a team, optimize operations, and deliver a world-class patient experience.

What You'll Do:

Leadership & Team Development

• Lead and motivate a remote team of Patient Concierge Specialists.
• Deliver regular coaching, performance feedback, and growth opportunities.
• Oversee onboarding and training, ensuring consistency and quality.
• Foster a culture of accountability, positivity, and purpose.

• Oversee daily operations of a high-volume call center.
• Develop and document SOPs to ensure efficiency and service quality.
• Monitor and optimize key metrics like average hold times, call resolution, and user productivity.
• Manage workforce planning, shift scheduling, and time-off approvals.
• Jump in as needed to answer patient calls and support the team during peak periods.

• Resolve escalated concerns with empathy and professionalism.
• Ensure all interactions meet service-level agreements (SLAs) and reinforce OnePeak's high standards.
• Champion process improvements to elevate patient satisfaction.

• Analyze call center performance data to identify trends and opportunities.
• Present actionable insights and reports to senior leadership.
• Use data to guide staffing, workflow changes, and process enhancements.

• Act as a liaison between the Patient Concierge team and departments like Clinical, IT, and Administration.
• Work collaboratively to resolve issues and streamline the patient journey.

• Manage the call center tech stack-software, CRM, phone systems.
• Ensure tools are effectively utilized and team members are fully trained.
• Recommend technology upgrades to enhance service delivery.

• 5+ years in a call center environment, preferably in healthcare.
• 2+ years in a leadership or managerial role.
• Excellent people management and coaching skills.
• Strong communication, critical thinking, and conflict resolution abilities.
• Proficiency with call center software and reporting tools.
• Data-savvy with the ability to analyze performance metrics and drive results.
• Calm under pressure with high emotional intelligence and a patient-first mindset.

• Bachelor's degree or higher in Business, Healthcare Administration, or a related field.
• Call Center Management Certification (CCMP, HDI, etc.).
• Familiarity with healthcare regulations (HIPAA) and CRM systems.
• Experience working in a remote leadership capacity.