Job Title: Manager, Healthcare Contact Center & Patient Scheduling - Quality

Job Type: Full-time / Permanent

Job Description

We are seeking a Manager to lead quality operations supporting healthcare contact center and patient scheduling teams. In this role, you will drive scheduling accuracy, patient experience, compliance, SLA performance, calibration, coaching, and continuous improvement across client programs.

You will manage quality teams supporting healthcare contact center and patient scheduling workflows, including inbound and outbound patient interactions, appointment scheduling, rescheduling, cancellations, registration, referral intake, and related patient access activities.

Key Responsibilities
- Own quality performance for healthcare contact center and patient scheduling workflows.
- Establish and maintain quality monitoring standards, scorecards, audit methodologies, sampling plans, and evaluation criteria aligned with client requirements and organizational standards.
- Monitor scheduling accuracy, documentation quality, call quality, patient experience,



policy adherence, and compliance with HIPAA and client-specific workflows.
- Analyze quality defects and error trends to identify root causes, training needs, process gaps, and opportunities to improve first-contact resolution and scheduling outcomes.
- Lead calibration sessions across Quality, Operations, Training, and client stakeholders to ensure consistent interpretation and application of quality standards.
- Partner with Operations leadership to develop corrective and preventive action plans for recurring quality issues and track actions through closure.
- Support new client transitions, workflow changes, specialty expansions, and go-live readiness by validating quality controls, SOPs, and audit requirements.
- Evaluate adherence to scheduling protocols, appointment types, provider and location selection, visit prerequisites, referral requirements, and escalation pathways.
- Monitor patient c

📌 Manager, Healthcare Contact Center (Centro)
🏢 Gracemark Solutions
📍 Centro