Manager, Call Center ~ Yale Health

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Overview

In 1971, Yale University established Yale Health to provide health services to its facility, staff and students through a multidisciplinary health maintenance organization located on campus. Yale Health has more than 49,000 members including students, staff, faculty and their families who come from every state in the country and almost every country in the world.

With over 50 years of service to the Yale community, our state-of-the-art facility at 55 Lock Street, is where our members receive most of their care from our 150+ providers. It is a 144,000 square foot medical facility with over 90 exam rooms, an Acute Care Department, a 15-bed inpatient facility with two negative pressure rooms, a diagnostic imaging suite including MR and CT scan, x-ray and ultrasound and a full-service retail pharmacy.

Reporting to the Senior Director of Patient Experience & Service Excellence, the Manager of Call Center provides operational leadership for Yale Health’s Call Center services. This role is responsible for ensuring efficient, accessible, patient-centered telephone service, high-quality interactions, and consistent execution of service excellence standards across the Call Center and broader patient access continuum.

The Manager oversees the Team Leads and Navigators, ensuring effective daily operations while supporting staff development, performance management, workforce planning, quality and continuous improvement. Working closely with clinical departments, Central Reception, university partners (ITS, Telecom), and Yale Health leadership, the manager supports patient navigation, access, and experience across all clinical service areas.

This role balances operational oversight with performance management, workflow optimization, technology utilization, and cross-functional collaboration to meet access, quality, and service goals. The manager serves as a key operational leader within the Office of Service Excellence and partners closely with the Manager of Central Reception on initiatives that span the patient facing access continuum.

The Managers of Call Center and Central Reception function as strategic operational partners within the Office of Patient Experience & Service Excellence. While each Manager maintains direct accountability for their respective operations, the roles work collaboratively to establish consistent service standards, identify and address patient access barriers, coordinate patient handoffs, and lead quality improvement and patient experience initiatives across the continuum of care.

Responsibilities include:

• Oversee the daily operations of the Yale Health Call Center, ensuring timely, accurate, and patient-centered support across all clinical departments.  Provide direct supervision and guidance to the Team Leads and Navigators, delegating operational responsibilities while maintaining accountability for outcomes.
• Ensure appropriate staffing, scheduling, and resource allocation to meet call demand, access standards, service levels, and operational priorities.
• Serve as an operational resource for clinical and administrative partners regarding patient access, telephone workflows, and Call Center processes.
• Lead hiring, onboarding, coaching, mentoring, and performance management for staff and team leads.   Conduct regular performance reviews, one-on-one meetings, and coaching conversations, using patient feedback and operational data to guide improvement.
• Partner with leadership and staff education teams to support onboarding, ongoing training, and skill development initiatives.  Foster a collaborative, engaged, and high-performing team culture focused on service excellence and patient experience.
• Establish, monitor, and manage key performance indicators (KPIs) related to call volume, service levels, access, quality, staffing efficiency, and patient experience.   Monitor calls, workflows, routing, and quality metrics; identify trends and recommend operational improvements.
• Review and respond to patient feedback, including Press Ganey data, to drive service enhancements.   Identify barriers to patient access and collaborate with clinical partners to implement and evaluate improvement plans.
• Partner with clinical managers and administrative leaders to align telephone workflows and service expectations with clinical needs.   Maintain strong working relationships with University ITS and Telecom, serving as a subject matter expert for clinical telephone systems.
• Lead the development and maintenance of phone trees, scripting, routing, hotlines, and contingency plans with clinical partners.  Act as operational lead during telephone system disruptions, coordinating troubleshooting and interim service plans.
• Ensure effective use of Epic/EMR systems, ACD telephone systems, reporting tools, and other technologies supporting patient access.
• Support referral management processes, appointment reminders, in-basket workflows, and compliance tracking as applicable to Call Center operations.
• Partner with the Manager of Central Reception on shared patient access, service excellence, quality improvement, staffing, training, and patient experience initiatives across the Office of Service Excellence.
• Collaborate with OSE and clinical leadership to ensure consistent service standards, communication practices, escalation pathways, and patient handoffs across the patient access continuum.
• Participate in committees, workgroups, and initiatives focused on patient experience, service excellence, access, and operational improvement.
• Ensure adherence to Yale Health policies, HIPAA regulations, and University guidelines.
• Schedule: Full-Time – 37.5 HRS, Weekdays, 8:30 a.m. – 5:00 p.m. Early mornings, evenings, weekends, holidays/recess periods may also be required. Position may work at multiple locations.
• Required Skills and Abilities
• 1. Demonstrated experience overseeing call center, contact center, patient access, or comparable high-volume service operations.  Strong leadership, coaching, and performance management skills with the ability to drive operational results.
• 2. Demonstrated ability to lead process improvement initiatives and manage change in a complex healthcare environment.  Ability to analyze operational metrics, interpret trends, and implement data-driven improvements.
• 3. Excellent interpersonal, communication, and customer service skills across all levels of the organization. Proven ability to work collaboratively with multidisciplinary teams and stakeholders. Strong organizational, prioritization, and project management skills with attention to detail and follow-through.
• 4. Knowledge of HIPAA regulations and their impact on operations.
• 5. Reliable attendance, punctuality, and dependability.
• Preferred Skills and Abilities
• 1. Bachelor’s degree and/or a minimum of 5 years of experience supervising or managing a service-focused team, with at least 2 years in a healthcare environment, or an equivalent combination of education and experience.
• 2. Experience in a healthcare or health plan environment; working knowledge of Epic, ACD/telephone systems (e.g., Genesys), and patient experience platforms such as Press Ganey; experience with workforce management, call center analytics, and performance reporting.
• Principal Responsibilities
• 1. Reviews and determines staffing needs, job posting requirements, salary guidelines, and labor agreement interpretations for exempt and non-exempt staff in one or more functional department of the University. 2. Manages the administrative support needs for exempt and nonexempt staff and provides recommendations, improvements, solutions and assistance as needed. 3. Manages and monitors technology needs, conducts inventory, and system requirements for the assigned departments. 4. Develops and prepares budgets, financial forecasts, and financial analyses and the actual vs. budgeted performance reports for the departments. 5. Manages the use of facilities in one or more departments including office space, work stations, equipment, and office supplies. 6. Manages administrative support for activities of one or more departments to ensure timely completion of projects. 7. Manages and coordinates training sessions for assigned departments when new policies or practices are adopted. 8. Ensures compliance with University and federal regulations as they apply to the assigned departments. 9. Identifies, plans, and develops administrative policies for the assigned departments. 10. Assists in reviewing and implements University and departmental policies as they pertain to the administrative functions of the assigned department. 11. Assesses and makes recommendations regarding staff development and staffing levels. 12. Monitors, develops, plans, and executes systematic research on user requirements through such mechanisms as surveys, interviews, focus groups and competitive analysis. 13. Manages a staff of exempt and non-exempt employees. 14. May perform other duties as assigned.
• Required Education and Experience
• Bachelor’s Degree in related field and 5 years of experience or an equivalent combination of education and related experience.
• Job Posting Date
• 11/03/2026
• Job Category
• Manager
• Bargaining Unit
• NON