Manager, Patient Contact Center

namename·Remote(United States)
Other
SalesforceExcel

WFA Digital Insight

As the demand for virtual healthcare services continues to surge, with a reported 25% increase in telehealth adoption in 2025, the need for skilled professionals to manage patient contact centers has never been more pressing. Roles like this require a unique blend of leadership acumen, technical prowess, particularly in CRM systems like Salesforce, and a deep understanding of patient-centered care principles. Array Behavioral Care stands out in this space with its commitment to delivering empathetic and efficient patient services. Candidates should be aware that this role demands not only strong analytical skills but also the ability to manage large teams and navigate complex, high-volume environments. Before applying, it's essential to consider how your skills align with the evolving landscape of virtual psychiatry and therapy practices.

Job Description

About the Role

The Manager, Patient Contact Center, will play a pivotal role in leading, developing, and supporting the Care Navigation and Care Coordination Teams. This position is crucial in ensuring that patients receive high-quality, empathetic, efficient, and patient-centered service. The successful candidate will be at the forefront of shaping the patient experience, leveraging technology and data to inform decision-making and drive improvements.

Day-to-day, this role entails managing the operational aspects of the patient contact center, including oversight of call center technologies, CRM systems, and workforce management tools. It requires a strong leader who can inspire and motivate their team to achieve exceptional service standards.

The role is part of a dynamic and fast-paced environment, where the ability to multitask, analyze performance metrics, and drive improvements is essential. Collaboration with cross-functional teams is vital, as is the ability to influence key decisions that impact patient care and operational efficiency.

What You Will Do

  • Lead and manage the Care Navigation and Care Coordination Teams to deliver exceptional patient care and support.
  • Develop and implement strategies to enhance patient experience, improve efficiency, and reduce wait times.
  • Oversee the use of call center technologies, CRM systems, and workforce management tools to optimize team performance.
  • Analyze performance metrics to identify areas for improvement and implement data-driven solutions.
  • Collaborate with cross-functional teams to achieve organizational goals and objectives.
  • Manage large teams, providing coaching, feedback, and development opportunities to ensure high performance.
  • Ensure compliance with quality assurance frameworks and regulatory standards.
  • Develop and maintain reports to track key performance indicators (KPIs) and provide insights to stakeholders.
  • Foster a culture of empathy, respect, and patient-centered care within the team.

What We Are Looking For

  • 3+ years of experience in call center or contact center operations, preferably within healthcare or behavioral health.
  • Bachelor's degree in Business Administration, Communications, or a related field (optional).
  • Strong leadership and people management skills, with experience in managing large teams.
  • Expertise in call center technologies, CRM systems (particularly Salesforce), and workforce management tools.
  • Proficiency in Excel and data management tools, with the ability to analyze and interpret performance metrics.
  • Working knowledge of MS Office and Outlook.
  • Excellent communication and problem-solving abilities, with a focus on patient-centered care.
  • Ability to work in fast-paced, high-volume environments and manage multiple priorities.
  • Familiarity with compliance standards and quality assurance frameworks.
  • Organization and time management skills, with the ability to multitask.

Nice to Have

  • Experience in managing remote or virtual teams.
  • Knowledge of healthcare regulations and standards.
  • Certification in call center management or a related field.
  • Experience with data analytics tools beyond Excel.

Benefits and Perks

  • Competitive salary package.
  • Medical, dental, and vision insurance.
  • Employer-paid life & long-term disability insurance.
  • Short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance.
  • Flexible spending accounts (FSA) and health savings account (HSA) contributions.
  • 401(k) plan to support your retirement goals.
  • Opportunities for professional development and growth within a dynamic organization.
  • The satisfaction of working for a company that makes a meaningful difference in patients' lives.

How to Stand Out

  • Ensure your resume and cover letter highlight your experience with CRM systems like Salesforce and your proficiency in Excel.
  • Prepare examples of how you've improved efficiency and patient satisfaction in previous roles.
  • Research Array Behavioral Care to understand its mission and values, and be ready to discuss how your skills and experience align with these.
  • Develop a portfolio or be prepared to discuss your experience in managing large teams and influencing cross-functional decisions.
  • Practice your problem-solving skills, as the ability to analyze complex situations and provide effective solutions is crucial.
  • Consider highlighting any experience you have with data analytics beyond Excel, as this can be a valuable asset.

This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.