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Lead Admin, Patient & Customer Call Services

Title: Lead Administrator of Patient and Customer Call Services

Job Summary: Under the direction of the Senior Director of Operations (SDOO), the Lead Administrator of Patient and Customer Call Services (LAPCCS) provides leadership and management to a growing network of state-of-the-art health centers serving California’s Central Valley. As a member of the organization’s Operations Department, the LAPCCS oversees the strategic and operational management of inbound and outbound call services supporting patient care and customer engagement across multiple clinical sites. This role is responsible for identifying and implementing innovative solutions to modernize workflows, enhance technology utilization, streamline communication processes, and improve operational efficiency enhancing the overall patient experience.

Job Duties:

Leads call center operations, including team management, workflow coordination, and service quality monitoring. Drives process improvement initiatives aligned with organizational goals to optimize operational efficiency and patient satisfaction.
Provides strategic leadership to the Call Center team, ensuring timely, accurate, and empathetic communication in alignment with company policies and performance benchmarks. Fosters a collaborative team environment through talent development, performance management, scheduling, recruitment, and corrective action processes, including termination recommendations when necessary.
Leads continuous improvement efforts to streamline communication processes and eliminate barriers that impact timely and effective patient service delivery.
Identifies and implements opportunities to modernize workflows through automation, digital tools, and process redesign to improve scalability and service responsiveness.
Partners with cross-functional teams to optimize scheduling workflows, follow-up procedures, and escalation protocols.
Develops and tracks key performance indicators (KPIs), to assess service efficiency, regulatory compliance, and call quality. Analyzes call volume trends and patient feedback to inform operational decisions and service enhancements.
Evaluates and implements new technologies to enhance operational efficiency, scalability, and both patient and staff user experience.
Prepares and presents detailed reports and documentation to senior leadership in support of audits, compliance reviews, and internal assessments. Ensures accuracy and completeness of all materials, identifies discrepancies, and provides actionable recommendations to address findings and strengthen internal controls.
Ensures consistent enforcement of organizational and departmental policies and procedures, across the team. Develops, updates, and implements policies that align with strategic objectives and promote operational excellence.
Ensures full compliance with HIPAA and other healthcare regulations in all call service activities. Implements quality assurance protocols to safeguard patient privacy and uphold service standards.
Designs and delivers comprehensive training programs and performance standards to support continuous team development, readiness, and professional growth.
Engages in ongoing professional development through training, workshops, and industry forums to stay current with best practices and support continuous improvement in call center operations.
Ensures the department provides cohesive support to the mission, vision, and core values while delivering superior customer service.
Works closely with all corporate branches, divisions, and/or departments in accordance with Omni’s policies and procedures.
Other duties and/or responsibilities as the LAPCCS may be assigned from time to time.
Must be able to travel and work at various Omni clinic locations.

Additional Duties:

Health Insurance Portability and Accountability Act (HIPAA) Compliance: Responsible for maintaining abreast of and in compliance with all HIPAA regulations and requirements.
Compliance: Ensures compliance with all local, state, and federal regulations.
Quality Assurance/Quality Improvement (QA/QI): Participates as required in QA/QI activities and contributes towards the overall quality improvement initiatives of the organization.
Information Technology (IT): May be required to learn and use the electronic health record and its components as required by the job functions and highlighted in the policies and procedures. These components include NextGen, Practice Management System (PMS), Quality Systems Inc. (QSI), and other electronic features as they are developed and implemented, as applicable to work environment.
Patient Centered Medical Home (PCMH): All employees will participate in PCMH at Omni Family Health.
Audits: Contributes to required Health Resources and Services Administration (HRSA), Operational Site Visit (OSV), The Joint Commission (JC), and other audit events.

Qualifications, Education, Experience:

High School Diploma or GED certificate.
Bachelor's Degree in Healthcare Administration, Business Administration, or related field preferred.
Six (6) years of experience in call center operations, healthcare administration, or related field, with three (3) years in a management position, preferably in a healthcare setting.
Advanced knowledge of call center management practices pertaining to outpatient clinics.
Advanced knowledge of applicable laws, rules, and regulations, including Medicaid and HIPPA.
Strong understanding of medical terminology, payer sources, insurance and program requirements.
Bilingual in English and Spanish preferred.

Skills/Competencies:

Communicates effectively (written and verbal), ability to clearly deliver and exchange information, has great listening skills.
Committed to identifying and finding solution to problems, active listener, practices empathy and patience, works well with challenging people.
Able to confidently and decisively reach decisions, takes thoughtful approach when considering options, seeks input from others, makes informed choices in a timely manner.
Provides strong leadership, sets a good example, skilled decision maker, motivator, encourager.
Defines appropriate goals, works toward achieving goals, articulates vision and steps for achievement.
Utilizes industry best practices, proven methods, and leverages technology to improve and simplify call center operations.
Tracks and monitors metrics, performance and trending analysis to make objective data based decisions.

Service Commitments:

Must be alert and respect confidentiality of information of all types “general personnel, and/or patient related information.”
Promotes and believes in Omni’s mission statement.
Ability to relate to the public regardless of race, ethnicity, religion, age, sex, disability, or economic status.

Responsible to: Senior Director of Operations

Classification: Exempt

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