Call Center Manager

Are you excited about a new and exciting opportunity? Do you have a passion for working with families and individuals in need of healthcare, housing, and community support services? Are you interested in working for a mission-driven and innovative organization? Well, look no further! At Community of Hope, we envision Washington, DC, where everyone is healthy, housed, and hopeful. If you are ready to make a positive difference in the community, this position is for you!

Our mission: To improve health, end homelessness, and partner with communities to make Washington, DC more equitable.

Our Approach and Values:

We celebrate people’s strengths and acknowledge the impact of trauma on people’s lives.

We embrace diversity, welcome all voices, and treat everyone with respect and compassion.

We lead and advocate for changes to make systems more equitable.

We strive for excellence and value integrity in all that we do.

Position Summary: The Call Center Manager is accountable directly to the Associate Director, Health Information & Patient Services. This position is responsible for direct supervision of the Lead Call Center Receptionist and Medical Receptionists.

Salary – The salary range for this position is $65,000 - $70,000 and the offer amount is determined by the candidate's education, qualifications, and experience. really provides its own estimated salary calculator and is not affiliated with COH’s range.

Highlighted Duties and Responsibilities:

• Manages scheduling of phone coverage to ensure that sufficient staff resources are in place to meet demand and allow access to care. Manages and addresses escalated telephone related patient complaints.
• Monitors incoming phone queue to: ensure phone calls are answered in a timely manner; monitor the length of phone calls; ensure there are enough agents to take phone calls; keep track of hold times. Pulls and analyzes phone queue reports at least monthly, using information to coach team members and determine training opportunities. Develops trainings in collaboration with Lead Trainer as needed.
• Meets with supervisees regularly and provides real-time feedback, training, support, and coaching as needed. Creates meeting agendas, sends meeting agendas in advance when possible, and documents concerns promptly as needed.
• Reviews the performance of team members in a timely manner, including completing 90 day and annual performance evaluations per their due dates, documenting any issues or changes, providing recommendations for professional development and/or training opportunities, and recognizing staff when appropriate. Ensures receptionists are following scheduling protocol. Ensures that the phone system is working properly, identifying any problems in the system and alerting appropriate resources as necessary.
• Adjusts call center campaigns as needed for schedule changes due to holidays, staff meetings, emergency closures, etc.
• Meets and collaborates with Practice Managers to ensure that scheduling protocols are being followed and to review employee productivity/performance, at least monthly.
• Partners with Behavioral Health Team Members to ensure that Medication Assistance Treatment (MAT) Program patients are scheduled correctly. Also reports on MAT inquiries by phone as requested.
• Manages alerts received through the FEMS (Right Care Right Now) portal and communicates to Practice Managers so that patients can be seen as soon as possible.
• Performs other duties as assigned by supervisor.

• High School Diploma/GED required; B.A. preferred.
• Ability to multi-task and problem solve required.
• Experience in medical setting required, preferably in a Community Health Center
• Minimum two years supervisory experience in call center/central scheduling strongly preferred.
• Experience with Electronic Medical Records required. Experience with eCW preferred.
• Bilingual preferred in English and Spanish/Amharic.
• Travel to other sites may be required as needed.
• Proof of required vaccinations is required. This includes, but may not be limited to, Flu and Covid. COH will consider requests for reasonable accommodations for anyone who cannot be vaccinated for a religious or medical reason, subject to applicable law.
• In relation to remote work versus on-site expectations, this position is classified as the following: Hybrid: Remote work and on-site work requirements are generally split roughly 50/50. Please note that remote work designations are subject to change or fluctuate at any point in time and the supervisor may require in person learning for a specific amount of time after hire.

At COH, we prioritize the following well-being and work-life balance-centered benefits:

• Remote work opportunities are available for many, but not all, of our roles, promoting a culture of work-life balance.
• 8-hour workdays, which include a paid lunch
• 11.5 paid company holidays, 1 personal floating holiday, 15 days of paid vacation (increases to 20 after 3 years of service, 25 after 10 years of service, and 30 after 15 years of service), and 12 days of paid sick leave on an annual basis
• Annual performance-based raises, up to 5% of your annual pay
• National Health Service Corps (NHSC) and DC Health Professional Loan Repayment Program (DCHPLRP) participants
• Tuition reimbursement, loan repayment for clinicians, licensing reimbursement, and continuing education unit funds for licensed staff
• Many opportunities for internal promotions and transfers across the agency as we continue to grow; we average 30 promotions each year
• Ongoing internal leadership training for supervisors
• Ongoing well-being activities, culture compact activities and training, and trauma-informed care initiatives and training
• Medical/Dental/Vision Plans through CareFirst BlueCross Blue Shield
• Life insurance, short-term disability, and long-term disability insurance
• 403(b) Retirement Plan
• Flexible Spending Accounts for medical and dependent care reimbursable expenses
• And much more!

About Us:

Community of Hope is a mission-driven, innovative, and rapidly growing nonprofit. For 45 years, we have provided healthcare, housing, and community support services to make Washington, DC more equitable. As a Federally Qualified Health Center, we provide medical, dental, emotional wellness, and care coordination services for the whole family at three locations in DC. Community of Hope also strongly emphasizes maternal and child health, with midwifery practice and the only free-standing birth center in DC. In 2024, Community of Hope provided about 50,000 medical visits, 6,300 dental visits, and 17,000 behavioral health visits for about 16,000 patients. Community of Hope is also one of the largest providers of homelessness prevention and housing services for 1,600 households—1,384 families and 220 individuals—experiencing homelessness in DC. Community support through Family Success Center, our WIC nutrition centers, and perinatal care coordination for pregnant people experiencing homelessness reach hundreds more families. We believe that everyone in DC can be healthy, housed, and hopeful.

We were selected as one of The Washington Post 150 Top Workplaces in 2024 and 6 other times since 2014 based on feedback from our staff.

To request a reasonable accommodation to complete an employment application or for general questions about employment with Community of Hope, contact a Recruiting Coordinator. Email: hr@cohdc.org Phone: 202-407-7747. Community of Hope is an equal opportunity employer.