We are seeking a high-caliber, bilingual (Spanish/English) leader to oversee Call Center operations for a premier healthcare provider in New Haven. This is a critical leadership role ensuring patient access and service excellence within an active ambulatory/outpatient setting. The ideal candidate will be a "hands-on" manager capable of optimizing call workflows while maintaining a compassionate, patient-centered culture.

Core Requirements

• Language: Native or professional fluency in Spanish and English is strictly required.
  
  
• Ambulatory Expertise: Proven experience working specifically within an ambulatory or outpatient clinical environment.
  
  
• Call Center Tenure: Minimum of 5 years of experience in a high-volume call center environment.
  
  
• Leadership Experience: Minimum of 3 years in a formal Management or Supervisory role, leading diverse teams and managing performance metrics (KPIs).
  
  

Key Responsibilities

• Direct daily operations of the clinical call center, ensuring efficient patient scheduling and inquiry resolution.
  
  
• Monitor and improve key metrics including average handle time, abandonment rates, and first-call resolution.
  
  
• Mentor and develop a team of bilingual CSRs, fostering a culture of accountability and empathy.
  
  
• Collaborate with clinical leadership to align call center workflows with ambulatory care standards and HIPAA compliance.
  
  

Why Apply? This is a stable, high-impact opportunity to lead a dedicated team within a mission-driven organization. If you are a bilingual leader with a passion for healthcare operations and a track record of success in outpatient settings, we want to hear from you.



salary: $75,000 - $80,000 per year
shift: First
work hours: 8 AM - 4 PM
education: High School

Responsibilities

Key Responsibilities

• Direct daily operations of the clinical call center, ensuring efficient patient scheduling and inquiry resolution.
  
  
• Monitor and improve key metrics including average handle time, abandonment rates, and first-call resolution.
  
  
• Mentor and develop a team of bilingual CSRs, fostering a culture of accountability and empathy.
  
  
• Collaborate with clinical leadership to align call center workflows with ambulatory care standards and HIPAA compliance.
  
  

SkillsCall CenterCall Center SupportERP
QualificationsYears of experience: 3 yearsExperience level: Experienced