Communications Center Manager

Roseland Management, a leading, growth-focused healthcare organization specializing in interventional pain management and ambulatory surgical services is seeking an experienced Communications Center Manager.

Our success is driven by a high-performing patient access model that prioritizes speed, responsiveness, and conversion of patient demand into care. Through a centralized Communication Center, we ensure every patient interaction is handled with urgency, professionalism, and a commitment to timely access.

The Communication Center Manager is responsible for leading and optimizing the performance of the patient access and scheduling team to drive new patient growth and deliver an exceptional patient experience. This is a hands-on leadership role, where the manager actively participates in daily operations while coaching and developing the team.

This role is highly metrics-driven, with direct accountability for new patient conversion, speed to schedule, and responsiveness to patient inquiries. The manager is expected to lead by example, enforce performance standards, and ensure the team consistently meets or exceeds key operational and growth targets.

Key Responsibilities:

Team Leadership & Oversight

• Lead and manage Communication Center Representatives, ensuring accountability to performance expectations and service standards

• Provide real-time coaching, feedback, and training to improve call quality and scheduling effectiveness

• Monitor daily performance and address gaps in productivity or execution

• Foster a culture of urgency, accountability, and patient-centered service

Hands-On Operations (Core Expectation)

• Serve as a working manager, actively handling inbound and outbound calls

• Spend approximately 75% of time on the phones supporting patient access

• Lead by example in converting inquiries into scheduled appointments

New Patient Growth & Scheduling Performance

• Drive new patient scheduling and ensure all referral opportunities are captured

• Ensure patients are scheduled within 2 business days when clinically appropriate

• Maximize provider schedules and minimize unused capacity

KPI Management & Accountability

• Own and manage key performance indicators, including:

  • New patients scheduled

  • Call-to-appointment conversion rate

  • Time to schedule ( 2 days)

  • Call response time ( 24 hours)

  • Call volume and productivity per representative

• Monitor performance daily and implement corrective actions as needed

Patient Experience & Call Quality

• Ensure all patient interactions reflect professionalism, empathy, and urgency

• Standardize call scripting and workflows for consistency

• Monitor calls and provide feedback to improve performance

Operational Efficiency & Process Improvement

• Identify inefficiencies impacting scheduling and patient access

• Implement process improvements for referral intake, call routing, and scheduling

• Ensure all patient inquiries are tracked and followed through to completion

Collaboration & Communication

• Partner with clinical and operational leaders to align scheduling with provider availability

• Communicate trends, barriers, and opportunities related to patient access

• Provide regular performance updates and insights

The ideal candidate is:

• Highly accountable and results-driven

• Comfortable managing both people and performance metrics

• A hands-on leader who leads from the front

• Focused on urgency, access, and converting patient demand into scheduled visits

Qualifications include:

• Experience leading a call center, communication center, or patient access team (healthcare preferred)

• Proven track record of driving KPI performance and growth metrics

• Strong communication, coaching, and problem-solving skills

• Ability to thrive in a fast-paced, high-accountability environment

Roseland Management is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.