Call Center Manager

About Best Foot Forward

At 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 Summary

The 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.

Key Responsibilities

• Team 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 KPIs
  • Conduct regular check-ins, QA audits, and performance reviews
• Operational Excellence
  • Develop call scripts, workflows, and escalation protocols in alignment with campaign goals
  • Oversee call routing systems, dialer configurations, and campaign scheduling
  • Ensure compliance with HIPAA, HITRUST, and internal quality standards
• Training & Development
  • Onboard and train new staff on systems, scripts, and Medicaid program nuances
  • Promote cultural competency and empathetic engagement approaches
  • Identify skill gaps and implement ongoing training
• Collaboration & Reporting
  • Partner with leadership to align outreach with plan goals
  • Generate weekly/monthly performance reports and recommend improvements
  • Serve as the main point of contact for operational updates and staffing needs
  
  

Qualifications

• 3–5 years of experience managing a high-volume call center, preferably in healthcare or Medicaid/Medicare outreach
• Strong knowledge of call center metrics, coaching methodologies, and compliance protocols
• Bilingual (English/Spanish or English/Creole) preferred, NOT required
• Experience with CRM or call center platforms
• Excellent communication, leadership, and problem-solving skills
• Mission-driven and passionate about improving healthcare equity

Preferred Traits

• Empathetic leadership style with high attention to detail
• Adaptable and comfortable in a fast-paced, growth-oriented environment
• Strategic thinker who can balance day-to-day execution with long-term planning
• Familiarity with Medicaid redetermination and health plan performance metrics