Healthcare Relations Manager - Call Center

Are you a people-focused leader who knows how to turn great communication, strong teamwork, and smart decision-making into exceptional results?

We're looking for a Healthcare Relations Manager who is passionate about developing people, building strong provider relationships, and creating a positive experience for every patient who reaches out to our practices.

In this role, you'll lead a team of Healthcare Relations Scheduling Coordinators who serve as an important connection between our patients, providers, and practices. You'll have the opportunity to shape team culture, develop talent, improve operational performance, and make a meaningful impact on the patient experience.

If you're a motivated leader who thrives in a fast-paced environment, enjoys solving problems, and knows how to bring out the best in others, we'd love to meet you!

What You'll Do:

Lead, Coach & Develop Your Team

- Recruit, hire, onboard, and develop Healthcare Relations Scheduling Coordinators.

- Build a positive, supportive team culture where employees feel valued, empowered, and motivated to succeed.

- Provide ongoing coaching, feedback, and performance support to help team members reach their full potential.

- Recognize accomplishments, celebrate wins, and find creative ways to keep employees engaged.

- Lead weekly team meetings and encourage open communication and collaboration.

- Lead by example and foster a culture of accountability, teamwork, and continuous improvement.

Drive Performance & Operational Excellence

- Monitor key performance metrics, including hold times, live answer rates, abandoned calls, and overall call quality.

- Analyze reporting and identify opportunities to improve productivity, efficiency, and service delivery.

- Translate data into actionable strategies that improve departmental performance and support organizational goals.

- Manage team schedules and staffing capacity to ensure appropriate coverage and service levels.

- Identify operational challenges, develop solutions, and take ownership of seeing improvements through.

Elevate the Patient & Provider Experience

- Champion a first-call resolution approach that makes every patient interaction count.

- Build and maintain strong relationships with providers, patients, and internal teams.

- Monitor the overall patient experience and identify opportunities to improve communication and service.

- Partner with practices and Central Support System leadership to ensure seamless communication and coordination.

- Address concerns proactively and work toward solutions that strengthen provider and patient relationships.

Support Department Operations

- Assist team members with daily responsibilities and operational needs when necessary.

- Oversee administrative responsibilities related to staffing, performance, asset risk, and financial management.

- Maintain a safe, organized, and welcoming work environment.

- Adapt to changing priorities and take on additional initiatives as organizational needs evolve.

What Makes You a Great Fit:

We're looking for someone who brings a combination of people leadership, operational awareness, and a genuine passion for service.

You are someone who:

- Leads with people in mind. You enjoy developing others, building relationships, and creating an environment where people want to work.

- Communicates with purpose. You listen first, communicate clearly, adapt your approach, and aren't afraid to have the conversations that matter.

- Thinks strategically. You can look at the numbers, recognize trends, and turn insights into meaningful action.

- Takes ownership. You are proactive, accountable, and motivated to find solutions rather than wait for problems to resolve themselves.

- Thrives on improvement. You embrace change, welcome new ideas, and enjoy finding better ways to get things done.

- Knows how to motivate. You recognize that great results come from engaged, supported, and well-developed teams.

- Can balance the big picture with the details. You are organized, adaptable, and able to manage competing priorities in a fast-paced environment.

What You'll Bring

- High school diploma or equivalent required.

- Previous call center experience required.

- Previous management or team leadership experience preferred.

- Experience in optometry or ophthalmology preferred.

- Strong organizational, communication, and problem-solving skills.

- Ability to review performance metrics, interpret data, and develop actionable improvement strategies.

- Demonstrated ability to coach, motivate, and hold team members accountable.

The Work Environment:

This is primarily a sedentary position involving extended periods of sitting, regular verbal communication, and the use of close visual acuity for daily responsibilities. The ability to communicate clearly, hear and understand information, and convey detailed instructions is essential.

Ready to Make an Impact?

Great healthcare experiences start with great people. If you're ready to lead a team, strengthen relationships, and help create an exceptional experience for both patients and providers, we encourage you to apply!