Job Title: Call Center Manager

Location: Business Operations Center, Grand Rapids

Fully On-site

HealthBridge Financial is a first-of-its kind financial security solution that provides a resource to help patients bridge the gap between the high cost of healthcare and their financial wellbeing. The Call Center Manager will lead our Patient Services Representatives in delivering exceptional service to patients navigating their healthcare payment options. The ideal candidate will be passionate about patient advocacy, skilled in call center operations, and driven to create a supportive and efficient work environment.

Key Responsibilities

Leadership & Team Management :

• Lead, mentor, manage, and develop a team of Patient Services Representatives and Supervisors.
• Set clear expectations for team conduct and ensure all employees uphold company policies, professional behavior, and ethical standards.
• Train, coach, and develop team members to promote growth, engagement, and high performance.
• Collaborate with IT, HR, and other departments to align Contact Center operations with business goals.
• Foster a culture of empathy, accountability, and continuous improvement.
• Conduct regular performance evaluations and coaching sessions.

Operational Oversight :

• Monitor and maintain KPI’s, service level agreements (SLAs), and customer satisfaction goals; implement action plan as needed to meet or exceed targets.
• Identify areas for improvement in processes, systems, and service delivery.
• Monitor call quality, response times, and patient satisfaction metrics.
• Implement process improvements to enhance efficiency and service delivery.
• Handle escalated customer issues and work cross-functionally to resolve root causes.

Other duties as assigned:

Patient Experience:

• Ensure patients receive clear, compassionate guidance on HealthBridge’s payment plans.
• Foster a positive, customer-first culture.
• Resolve escalated issues with professionalism and care.
• Collaborate with other departments to streamline patient support and communication.

Reporting & Analytics:

• Generate and analyze reports on call center performance, trends, and opportunities.
• Present insights and recommendations to senior leadership.

Compliance & Training :

• Ensure adherence to HIPAA and other regulatory standards.
• Develop and deliver training programs for new hires and ongoing staff development.

Require Skills & Experience

• Bachelor’s degree or equivalent experience in Business, Healthcare Administration, or related field.
• 5+ years of experience in call center management, preferably in healthcare and financial services.
• Strong leadership, communication, and conflict resolution skills.
• Proficiency in call center software and CRM systems.
• Knowledge of healthcare billing and patient financial assistance programs is a plus.