Community Health Centers, Inc.
Contact Center Operations & Technology Manager
Community Health Centers, Inc., Florida, New York, United States
Contact Center Operations & Technology Manager
Join to apply for the
Contact Center Operations & Technology Manager
role at
Community Health Centers, Inc.
A career at Community Health Centers offers a unique opportunity to join a team that makes a real impact in our community every day, by improving individuals' health while enhancing their quality of life.
Top Reasons To Work At Community Health Centers
No weekends for the majority of our centers, 10 Paid Holidays and early Fridays.
A great benefits package that includes healthcare coverage, paid time off, paid holidays, retirement plan, and more.
Competitive compensation with advancement opportunities and tuition / training reimbursement.
Awarded “Best and Brightest Companies to Work for in the Nation” for five consecutive years.
Awarded “Top 100 Workplaces for Growing Families” by Orlando Sentinel.
Modernized and attractive health centers, that patients love.
Job Summary The Contact Center Operations & Technology Manager (“Manager”) oversees the daily operations of CHC’s centralized Contact Center, ensuring high‑quality customer service, efficient workflows, and consistent performance across the team. This role is responsible for leading contact center staff, monitoring service levels, optimizing operational processes, and fostering a professional, solutions‑focused environment.
The Manager provides strategic, operational, and technical leadership for all Contact Center platforms and systems. Responsibilities include oversight of Contact Center as a Service (CCaaS) platforms, Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) routing, Workforce Management (WFM) tools, Quality Assurance (QA) and call‑recording systems, Customer Relationship Management (CRM) and patient engagement solutions, and integration with the Electronic Health Record (EHR) and Practice Management (PM) systems.
Qualifications Education
Bachelor’s degree in Business, Healthcare Administration, Information Technology, or a related field.
Four (4) years of directly related experience may be considered in lieu of a specialized degree.
Experience
Minimum 3 years of leadership experience in a healthcare contact center or patient access environment, including multi‑site and/or remote team management.
Minimum 2 years of technical experience with CCaaS platforms, IVR/ACD routing, WFM systems, QA/recording tools, CRM/engagement technology, or EHR/PM integration.
1 year experience with EHR/patient access systems preferred.
Proficiency with Microsoft Excel, reporting dashboards, and analytics tools.
Strong communication, leadership, troubleshooting, and process improvement skills.
Bilingual English/Spanish preferred.
Additional Requirements
Occasional travel between CHC locations may be required.
Performs other duties as assigned.
Referrals increase your chances of interviewing at Community Health Centers, Inc. by 2x
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Contact Center Operations & Technology Manager
role at
Community Health Centers, Inc.
A career at Community Health Centers offers a unique opportunity to join a team that makes a real impact in our community every day, by improving individuals' health while enhancing their quality of life.
Top Reasons To Work At Community Health Centers
No weekends for the majority of our centers, 10 Paid Holidays and early Fridays.
A great benefits package that includes healthcare coverage, paid time off, paid holidays, retirement plan, and more.
Competitive compensation with advancement opportunities and tuition / training reimbursement.
Awarded “Best and Brightest Companies to Work for in the Nation” for five consecutive years.
Awarded “Top 100 Workplaces for Growing Families” by Orlando Sentinel.
Modernized and attractive health centers, that patients love.
Job Summary The Contact Center Operations & Technology Manager (“Manager”) oversees the daily operations of CHC’s centralized Contact Center, ensuring high‑quality customer service, efficient workflows, and consistent performance across the team. This role is responsible for leading contact center staff, monitoring service levels, optimizing operational processes, and fostering a professional, solutions‑focused environment.
The Manager provides strategic, operational, and technical leadership for all Contact Center platforms and systems. Responsibilities include oversight of Contact Center as a Service (CCaaS) platforms, Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) routing, Workforce Management (WFM) tools, Quality Assurance (QA) and call‑recording systems, Customer Relationship Management (CRM) and patient engagement solutions, and integration with the Electronic Health Record (EHR) and Practice Management (PM) systems.
Qualifications Education
Bachelor’s degree in Business, Healthcare Administration, Information Technology, or a related field.
Four (4) years of directly related experience may be considered in lieu of a specialized degree.
Experience
Minimum 3 years of leadership experience in a healthcare contact center or patient access environment, including multi‑site and/or remote team management.
Minimum 2 years of technical experience with CCaaS platforms, IVR/ACD routing, WFM systems, QA/recording tools, CRM/engagement technology, or EHR/PM integration.
1 year experience with EHR/patient access systems preferred.
Proficiency with Microsoft Excel, reporting dashboards, and analytics tools.
Strong communication, leadership, troubleshooting, and process improvement skills.
Bilingual English/Spanish preferred.
Additional Requirements
Occasional travel between CHC locations may be required.
Performs other duties as assigned.
Referrals increase your chances of interviewing at Community Health Centers, Inc. by 2x
Get notified about new Contact Center Operations Manager jobs in
Winter Garden, FL .
#J-18808-Ljbffr