Call Center Manager - Healthcare Relations

Call Center (Healthcare Relations) Manager

Location: Maumee, OH | On-site

Starting Wage: $55,000

                                                                Lead with Purpose. Build Something That Matters

If you’re energized by leading people, shaping culture, and driving results through others, this role was designed for you. We’re seeking a confident, people-first leader to manage our Call Center team—an essential group that serves as the frontline connection between our patients, providers, and practices.

As the Healthcare Relations Manager, you’ll lead, develop, and inspire a team of 25+ Scheduling Coordinators. Your leadership will directly influence the patient experience, strengthen provider relationships, and elevate how our organization shows up every day. This is a highly visible role for a leader who thrives in a fast-paced environment, embraces accountability, and knows how to turn insight into action.

                                                                                    What You’ll Lead & Achieve

Build a High-Performing Team

• Hire, onboard, coach, and develop a large, dynamic team
• Create a culture rooted in trust, accountability, growth, and recognition
• Inspire and motivate through clear expectations, meaningful feedback, and celebration of wins
• Lead by example and foster open, collaborative communication

Elevate the Patient & Provider Experience

• Serve as the connector between patients, providers, and internal teams
• Ensure first-call resolution and consistent service excellence
• Build strong, professional relationships across multiple practices

Drive Operational Excellence

• Monitor and manage key performance metrics such as hold times, live answer rates, abandon rates, and call quality
• Analyze data and reporting to identify trends, behaviors, and improvement opportunities
• Translate insights into process improvements and measurable results

Lead with Vision & Accountability

• Set clear priorities and manage time, resources, and initiatives effectively
• Guide the team through change with confidence and adaptability
• Conduct regular team meetings, performance reviews, and coaching sessions
• Maintain departmental organization, scheduling, and administrative oversight

What You Bring

• Proven management experience leading teams (required)
• Experience in a call center or high-volume customer environment (preferred, not required)
• Strong communication skills with the ability to motivate, coach, and influence
• Highly organized with exceptional follow-through and time management
• Data-driven mindset with the ability to connect metrics to behaviors
• Comfortable making decisions, solving problems, and leading through change
• Healthcare, optometry, or ophthalmology experience (a plus, not required)

Why This Role Matters

This is more than managing a call center—it’s about building leaders, shaping experiences, and making a real impact at scale. Your leadership will define the tone, performance, and success of a critical department that reaches thousands of patients.

If you’re ready to lead with confidence, inspire a high-impact team, and help create exceptional experiences every day, we’d love to meet you.