Operations Manager- Primary Care Call Centers

Job description

Summary
Join Our Team at Mercy Medical Center – Now Hiring an Operations Manager overseeing our Primary Care Call Center!
Mercy Medical Center is honored to be recognized by Newsweek as one of America's Most Trustworthy Companies for three consecutive years (2023–2025) and as one of America's Greatest Workplaces for Women in 2025. Additionally, we are proud to be a multi-time recipient of Forbes' America's Best Midsize Employers award, most recently in 2025.
As a hospital founded by the Sisters of Mercy, we offer a supportive and empowering environment where dedicated medical professionals thrive. If you're passionate about making a meaningful impact through your work and contributing to a mission of compassionate care, we invite you to apply today and join our Mercy family.
The Operations Manager is responsible for the overall daily operations and performance of the Primary Care Call Centers. This position provides operational leadership for approximately 60+ employees, including supervisors, team leads, call center agents, and support staff.
The Operations Manager ensures that the call center delivers timely, accurate, and patient-centered service while meeting organizational expectations for access, quality, productivity, workforce management, and employee engagement. Working closely with the Director of Practice Communications, the manager translates departmental strategy into daily operational plans and maintains strong partnerships with primary care practices, providers, clinical teams, and other organizational departments. *Must be willing to travel to communicaty locations* *On-Ste work loctaion is 301 St. Paul Place, Baltimore, MD 21202*
Responsibilities
Operational Leadership
• Oversee all daily operations of the Primary Care Call Center, including inbound and outbound call activity, appointment scheduling, patient messages, referral support, and other assigned administrative functions.
• Ensure adequate staffing and leadership coverage to support business hours, call volumes, patient demand, and operational priorities.
• Monitor call center performance throughout the day and adjust staffing, assignments, and workflows as necessary.
• Establish clear operational expectations and ensure consistent application of departmental policies, procedures, and service standards.
• Identify workflow inefficiencies and implement sustainable improvements that support patient access and organizational growth.
• Maintain operational readiness during system interruptions, unexpected staffing shortages, volume surges, and other business disruptions.
• Provide appropriate leadership availability and escalation support during and outside regular business hours when operational needs require it.

Staff Leadership and Development
• Provide direct leadership, coaching, and performance oversight to supervisors, team leads, and other assigned staff.
• Ensure that leaders consistently communicate expectations, address performance concerns, and recognize strong employee contributions.
• Oversee recruitment, interviewing, selection, onboarding, training, and retention activities for the department.
• Conduct and oversee performance evaluations, coaching plans, corrective actions, and other employee-relations processes in partnership with Human Resources.
• Promote accountability, professionalism, collaboration, fairness, and respect across all levels of the department.
• Develop leadership succession plans and identify employees with the potential for expanded responsibilities.
• Ensure that paid time off, attendance, scheduling, and flexible-work decisions are handled consistently, timely, and in accordance with organizational policy.
• Encourage employee engagement and create an environment in which staff feel supported, informed, and comfortable raising concerns.

Performance and Quality Management
• Monitor and manage key performance indicators, including:
• Abandoned-call rate
• Average speed of answer
• Service level
• Call volume and calls per hour
• Schedule adherence and attendance
• Quality-assurance scores
• Patient experience results
• Scheduling accuracy
• Message accuracy and turnaround time
• Employee productivity and engagement
• Review performance dashboards, call reports, workforce data, and quality findings to identify trends and improvement opportunities.
• Maintain accountability for meeting the organization’s abandoned-call target and the department’s internal performance goals.
• Ensure that call monitoring and quality-assurance reviews are completed consistently and followed by timely employee feedback.
• Develop corrective action plans when operational, quality, productivity, or patient-service expectations are not met.
• Provide the Director of Practice Communications with regular updates regarding performance, staffing, risks, accomplishments, and emerging concerns.

Workforce Management
• Evaluate call-volume trends, staffing levels, schedules, attendance patterns, and future workforce needs.
• Collaborate with departmental leaders to develop staffing plans that align employee resources with anticipated patient demand.
• Ensure schedules, breaks, lunches, meetings, training sessions, and administrative assignments support appropriate call coverage.
• Review overtime, vacancies, leave usage, and other workforce factors that may affect departmental performance.
• Support workforce planning associated with primary care growth, newly centralized services, and changes in practice operations.
• Ensure staffing decisions are equitable, operationally sound, and consistent with organizational policies.

Patient Access and Service Excellence
• Promote a patient-centered culture that emphasizes compassion, professionalism, accuracy, ownership, and timely resolution.
• Ensure that employees follow approved scheduling guidelines, provider templates, session limits, escalation procedures, and documentation requirements.
• Address escalated patient concerns and partner with practice leadership to resolve complex access or service issues.
• Identify barriers that affect appointment availability, continuity of care, and the overall patient experience.
• Support organizational efforts to reduce unnecessary call transfers, avoidable emergency department utilization, no-show rates, and delays in care.
• Ensure that patient information is handled in accordance with HIPAA, confidentiality requirements, and organizational policy.

Practice and Stakeholder Collaboration
• Develop productive working relationships with primary care practice leaders, providers, clinical teams, Information Technology, Human Resources, Patient Experience, and other organizational partners.
• Serve as the primary operational contact for call center concerns involving primary care practices.
• Participate in operational meetings, strategic-planning sessions, workflow discussions, and implementation projects.
• Communicate practice changes to call center leadership and staff in a timely and understandable manner.
• Partner with practices to standardize scheduling and messaging workflows while appropriately managing approved provider or location-specific exceptions.
• Address conflicting priorities professionally and escalate unresolved operational risks to the Director of Practice Communications.

Process Improvement and Strategic Support
• Support the Director of Practice Communications in implementing the department’s strategic and operational priorities.
• Use performance data, employee feedback, and practice input to recommend process improvements.
• Lead or participate in projects involving centralized scheduling, new-practice onboarding, technology implementation, workforce redesign, and service expansion.
• Develop policies, standard operating procedures, job aids, communication materials, and training resources.
• Promote consistent workflows across primary care practices and reduce unnecessary operational variation.
• Evaluate the potential impact of organizational growth, new services, and workflow changes on call center volumes and staffing needs.
• Prepare reports, presentations, recommendations, and operational summaries for senior leadership as requested.

Compliance and Professional Responsibility
• Ensure departmental compliance with organizational policies, regulatory requirements, privacy standards, and established scheduling and documentation procedures.
• Maintain accurate employee, performance, coaching, and operational records.
• Protect confidential patient, employee, and organizational information.
• Demonstrate sound judgment, integrity, accountability, and appropriate stewardship of organizational resources.
• Promptly report compliance, patient-safety, employee-relations, or operational concerns through the appropriate channels.
• Perform other duties and special projects as assigned by the Director of Practice Communications.
• Microsoft Word, Power Point, and Excel
• Microsoft Outlook
• Meditech (if applicable to position)
• Epic (if applicable to position)
• NetLearning
• Electronic Performance Appraisal System

Requirements
Education and Work Experience:
• Must possess a high school diploma or GED.
• Must possess a degree in Bachelor of Business Administration or Science Degree in Healthcare or related field- 5 years of progressively increasing management experience can replace the education requirement. Masters in Healthcare Administration, preferred.
• An equivalent combination of relevant education, leadership experience, and contact-center experience may be considered.
• Experience managing performance metrics, staffing, employee relations, quality assurance, and process-improvement initiatives.
• Experience working with electronic health records, call-management systems, workforce-management tools, and performance-reporting platforms preferred.
• Experience with Epic or a comparable electronic health record system is strongly preferred

Min
USD $29.45/Hr.
Max
USD $48.59/Hr.
Benefits
Benefits Eligibility is based on your scheduled FTE status and Job Category
• Competitive health, prescription, vision and dental benefits & wellness credit for eligible employees
• 403(b) retirement plan with generous company match and “catch up” provision
• Paid Time Off (PTO) & company paid holidays
• Reimbursement for tuition, books and fees
• Mental Health resources and other employee related wellness opportunities through our Employee Assistance Program
• Employer paid Short & Long Term Disability benefits for eligible employees
• Voluntary Benefits
• Discounts on auto & home insurance and Verizon plans
• Mercy’s Rewards & Recognition Program rewarding employees for going above and beyond in living Mercy’s Mission and Values

EEO Statement
Mercy Health Services is sponsored by the Sisters of Mercy. We are an Equal Opportunity Employer (EEO) recruiting talent for Mercy Health Services, which serves the greater Baltimore Metro and surrounding Maryland areas.