Assistant Manager - Healthcare Contact Center Operations

The client is looking at hiring a Assistant Manager – Healthcare Contact Center Operations for their team at Guadalajara, Mexico.

The Assistant Manager – Healthcare Contact Center & Patient Scheduling is responsible for day-to-day operational leadership of a centralized patient access contact center supporting U.S. healthcare system scheduling and patient engagement workflows. This role typically manages team leads and front-line associates and supports the Manager in achieving overall account and process objectives.

This role ensures consistent achievement of client and the organization service levels while delivering an efficient, accurate, and patient-centered experience across inbound and outbound interactions. The leader partners closely with client stakeholders and internal support teams to optimize staffing, scheduling workflows, quality, technology adoption, and continuous improvement.

RESPONSIBILITIES:

Team Management & Leadership:

• Lead, coach, and develop front-line leaders and associates supporting patient scheduling and contact center operations.
• Monitor staffing, capacity, schedule adherence, attendance, utilization, and productivity to ensure appropriate coverage across operating hours and call-volume surges.
• Conduct regular performance reviews, coaching sessions, skip-level discussions, and team engagement activities.
• Build leadership capability and succession plans while reinforcing company values, accountability, and a strong patient-service culture.
• Partner with Training, Quality, Workforce Management, HR, and IT to address performance gaps and maintain operational readiness.

Contact Center & Patient Scheduling Operations:

• Oversee inbound and outbound patient interactions for appointment scheduling, rescheduling, cancellations, appointment confirmation, referral coordination, and related patient access activities within the client-defined scope.
• Ensure associates follow health-system scheduling protocols, provider templates, visit-type rules, decision trees, escalation pathways, and documentation standards.
• Monitor and improve service level, average speed of answer, abandonment rate, average handle time, first-contact resolution, schedule adherence, occupancy, quality, and appointment conversion/completion metrics.
• Ensure accurate patient demographics, insurance information, appointment details, and documentation are captured in the client system to reduce downstream errors and rework.
• Identify demand trends, call drivers, scheduling barriers, and access bottlenecks and implement operational actions to improve patient access and experience.

Business Delivery & Client Management:

• Own delivery against contractual SLAs, KPIs, quality standards, and client expectations; develop corrective action plans when performance is below target.
• Participate in client meetings, performance reviews, escalations, and operational planning; provide clear reporting on trends, risks, root causes, and improvement actions.
• Coordinate with Workforce Management to align forecasts, staffing plans, shrinkage assumptions, schedules, and intraday actions with expected contact volumes.
• Drive standardization, SOP adherence, process documentation, and continuous improvement across scheduling and contact center workflows.
• Partner with technology and process excellence teams to identify opportunities for automation, self-service, workflow optimization, and improved agent productivity.
• Ensure compliance with HIPAA, client policies, information security requirements, quality standards, and applicable healthcare contact center procedures.

COMPETENCIES, SKILLS AND OTHER REQUISITES:

• Strong knowledge of healthcare contact center operations, patient scheduling, patient access, and customer service best practices.
• Experience managing contact center KPIs, workforce performance, quality programs, and service-level delivery.
• Working knowledge of healthcare scheduling platforms/EHRs; Epic scheduling experience is strongly preferred.
• Excellent written and spoken English with strong client-facing communication and escalation-management skills.
• Strong analytical, problem-solving, coaching, and decision-making capabilities with a patient-first mindset.
• Ability to manage multiple priorities in a high-volume, performance-driven environment.

ACADEMIC AND PROFESSIONAL BACKGROUND:

• Bachelor’s degree in any discipline; healthcare, business, operations, or related background preferred. MBA is an added advantage.
• Minimum 8+ years of relevant operations experience, preferably in healthcare contact center, patient access, patient scheduling, or BPO operations, with demonstrated experience leading teams and front-line leaders.