Call Center Manager

DescriptionReady to apply Before you do, make sure to read all the details pertaining to this job in the description below.About Best Foot ForwardAt Best Foot Forward, we specialize in culturally attuned, HITRUST-certified engagement solutions for Medicaid populations. We go beyond traditional outreach "” building trust, verifying contact, and reconnecting members to care when it matters most.We're growing "” and we're looking for a mission-driven Call Center Manager to lead our high-performing engagement team in connecting with the "unreachable."Position SummaryThe Call Center Manager will oversee the day-to-day operations of our member outreach team, ensuring consistent performance, quality assurance, and a positive member experience across all interactions. This leader will be responsible for coaching staff, refining workflows, analyzing performance data, and driving outcomes tied to healthcare access, redetermination, and preventive care engagement.RequirementsKey ResponsibilitiesTeam Leadership & Management Lead, coach, and support a team of outreach specialists (call       center agents)Monitor performance metrics and ensure the team meets reach rate       and engagement KPIsConduct regular check-ins, QA audits, and performance reviewsOperational Excellence Develop call scripts, workflows, and escalation protocols in       alignment with campaign goalsOversee call routing systems, dialer configurations, and campaign       schedulingEnsure compliance with HIPAA, HITRUST, and internal quality       standardsTraining & Development Onboard and train new staff on systems, scripts, and Medicaid       program nuancesPromote cultural competency and empathetic engagement approachesIdentify skill gaps and implement ongoing trainingCollaboration & Reporting Partner with leadership to align outreach with plan goalsGenerate weekly/monthly performance reports and recommend       improvementsServe as the main point of contact for operational updates and       staffing needsQualifications3-5 years of experience managing a high-volume call center, preferably in healthcare or Medicaid/Medicare outreachStrong knowledge of call center metrics, coaching methodologies, and      compliance protocolsBilingual (English/Spanish or English/Creole) preferred, NOT      requiredExperience with CRM or call center platformsExcellent communication, leadership, and problem-solving skillsMission-driven and passionate about improving healthcare equityPreferred TraitsEmpathetic leadership style with high attention to detailAdaptable and comfortable in a fast-paced, growth-oriented environmentStrategic thinker who can balance day-to-day execution with long-term planningFamiliarity with Medicaid redetermination and health plan performance metrics

Created: 2025-09-29