Manager, Call Center at Trillium Health Inc. – Rochester, New York

Job Title: Manager, Centralized Call Center
Department: Clinic
Position Type: Full-Time
FLSA: Exempt
Reports To: AVP, Clinic Operations

The Manager, Centralized Call Center provides strategic and operational leadership for Trillium Health’s centralized call center supporting multiple specialties across an Article 28 Federally Qualified Health Center (FQHC). This role ensures exceptional patient access, high-quality service, regulatory compliance, and a seamless, unified experience across all clinical service lines.

The Manager oversees day‑to‑day operations, staffing, workflows, and performance metrics while driving continuous improvement efforts that directly support organizational goals. This position works closely with clinic operations, clinical leadership, and quality teams to ensure efficient communication and optimal patient flow across departments.

• Provide leadership and oversight for all call center operations in alignment with organizational, clinical, and FQHC standards.
• Develop, implement, and optimize call center workflows, policies, and procedures.
• Ensure compliance with HRSA, UDS, PCMH, HIPAA, and Article 28 requirements.
• Serve as the escalation point for complex patient access concerns.

• Monitor and analyze key call center metrics, including call volume, abandonment rates, response times, and QA indicators.
• Identify trends and lead targeted improvement initiatives.
• Prepare and present operational reports to senior leadership.

• Maintain consistent scheduling workflows across multispecialty practices (Primary Care, Pediatrics, GYN, Behavioral Health, etc.).
• Partner with Office Managers and clinical leadership to support communication and patient flow.

• Directly supervise and coach the PSR Supervisor.
• Collaborate with the RN Supervisor to ensure clinical triage workflows and escalation processes are fully integrated.
• Maintain partnership with the Director of Nursing regarding clinical oversight and nursing standards.
• Oversee hiring, onboarding, training, and performance management for all call center staff.
• Ensure appropriate staffing levels, scheduling, and cross-functional communication.

• Ensure accurate documentation in Epic EMR and call tracking systems.
• Maintain strict adherence to confidentiality, HIPAA, and FQHC regulatory standards.
• Partner with Patient Experience and Quality teams to address concerns and improve satisfaction.

• Bachelor’s degree in Healthcare Administration, Business, or related field.
• Minimum of 3 years of call center experience, including at least 2 years in a leadership capacity.
• Healthcare or FQHC experience required.
• Strong understanding of multispecialty clinical workflows and patient access standards.
• Proficiency with Epic EMR and call center software platforms required.
• Strong leadership, critical thinking, and problem-solving abilities.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

• Primarily sedentary work with prolonged periods of sitting at a computer workstation.
• Frequent use of hands/fingers for computers, telephones, and office equipment.
• Occasional standing, walking, bending, and reaching.
• Ability to lift or move up to 15 pounds occasionally.
• Visual acuity sufficient to read EMR records and data dashboards.
• Ability to focus and manage frequent interruptions typical of a call center environment.

Trillium Health is committed to Equal Employment Opportunity, valuing diverse backgrounds, lived experiences, and perspectives. Employees must meet department standards and participate in compliance audits and continuous improvement activities.