Call Center Manager

About Avenue360 Health and Wellness

Avenue 360 is a FQHC that strives to provide high quality and caring service to promote healthy people and communities. Our 360-degree approach addresses medical needs and social and environmental challenges, like housing. Our compassionate care extends to those with and without insurance. We believe income must not determine the level of access to quality health care.

Providing comprehensive, high quality, and caring service is the core of what we do, whether medical, hospice care, engaging adult activities, and supportive housing programs. We strive to address the many social determinants of healthy living in Greater Houston.

Our Values PACT

• We take PRIDE in our work.
• We have a positive ATTITUDE.
• We are CURIOUS.
• We are COMMITTED.
• We are CARING and CUSTOMER-SERVICE oriented.
• We are a TEAM.
• We LEARN, GROW, and INNOVATE

Role Overview  

The Call Center Manager oversees all operational aspects of the Avenue 360 Call Center to ensure high‑quality service delivery, efficient call handling, and exceptional patient experience. This role is responsible for leading and developing the call center team, monitoring performance, optimizing processes, ensuring that staff meet organizational standards and service expectations, and performing and modeling core Call Cener Agent Dutes. The Call Center Manager collaborates closely with the Director of Operations, clinical teams, and administrative departments to promote operational excellence, support patient access, and uphold Avenue 360’s mission, vision, and values. 

Areas of Accountability 

This position is directly accountable for the following key areas: 

1. Perform and Model Call Center Agent Duties (20% of Job Expectation) 

• Patient Experience & Customer Service 

• Call Handling & Communication 

• Appointment Scheduling & Coordination 

• Information Management & Documentation 

• Technology & System Navigation 

1. Performance, Productivity & Leadership Support 

• Meet or exceed organizational performance goals and metrics. 

• Hold call center team members accountable for meeting key performance indicators. 

• Provide leadership support to call center staff as needed. 

• Lead in managing workflow, troubleshooting issues, and supporting operational efficiency. 

• Model professionalism, reliability, punctuality, and adherence to attendance expectations. 

1. Training, Coaching & Communication (Manager Specific Duties) 

• Oversee preparation and updates of training materials for new call center team members. 

• Ensure training sessions and Call Center Agents are trained appropriately by Call Center Coordinator/Lead. 

• Conduct individualized call audits to evaluate quality, service tone, and accuracy. 

• Provide constructive feedback and guidance to staff based on audit findings. 

• Maintain up‑to‑date industry knowledge and share updates with the team. 

1. Flexibility & Additional Responsibilities 

• Provide cross‑coverage to other clinics as needed. 

• Adapt to changing priorities and assist with tasks outside of routine responsibilities as needed. 

• Perform additional duties or special projects assigned to support organization operations. 

• Understand that the responsibilities listed are not intended to be all‑inclusive and may evolve based on the needs of the clinic. 

• Understand that the responsibilities listed are not intended to be all‑inclusive and may evolve based on the needs of the clinic. 

Education, Licensure/Certification: 

• High school diploma or GED required. 

Experience, Skills/Abilities Related Requirements: 

• Minimum of 2 years of experience in a call center, customer service, or administrative setting. 

• Bilingual English/Spanish strongly preferred, with strong verbal and written skills. 

• Experience working with patients, clients, or the public in a fast‑paced environment preferred. 

• Customer service‑oriented with a professional, pleasant, and articulate phone voice. 

• Strong ability to multitask while maintaining accuracy and attention to detail. 

• Demonstrated competency in communication, problem‑solving, and maintaining professionalism under pressure. 

• Soft skills such as empathy, adaptability, teamwork, and a service‑oriented mindset. 

• Proficiency with electronic health records (EHR) systems, scheduling software, and basic office technology and software preferred