Manager of Operations - Healthcare Call Centers (Specialty)

Position Overview

Join Our Team at Mercy Medical Center – now hiring an Operations Manager to oversee our Specialty Call Center! Mercy Medical Center has been recognized by Newsweek as one of America's Most Trustworthy Companies (2023–2025) and as one of America's Greatest Workplaces for Women (2025). Founded by the Sisters of Mercy, our hospital offers a supportive and empowering environment where dedicated professionals thrive. If you are passionate about making a meaningful impact and contributing to compassionate care, we invite you to join our Mercy family.

Key Responsibilities

• Provide leadership and direction for all Specialty Contact (Call) Centers in alignment with the organization’s mission and core values.
• Develop, establish, and apply policies and procedures to ensure an efficient daily workflow.
• Identify and develop revenue opportunities, build physician relationships, and drive practice expansion and staff recruitment across multiple sites.
• Collaborate with the Director of Practice Communications, site leadership, physicians, and staff to ensure alignment with corporate initiatives.
• Oversee all Specialty Contact (Call) Centers and conduct necessary travel to various sites.

Required Qualifications

• Must possess a degree in Bachelor of Business Administration or a Science Degree in Healthcare (or related field) – or 5 years of progressively increasing management experience in lieu of the degree.
• Demonstrated ability in physician and staff relationship building and retention.
• Excellent computer skills including MS Excel, Outlook (E-Mail), Practice Management Software, financial management applications, and related tools.
• Experience in the development and interpretation of complex financial documents (e.g., Profit & Loss statements, budgets, and related reports).
• Proven experience in Human Resources Management and business planning & development.
• Strong interpersonal skills and the ability to be detail-oriented while keeping focus on larger goals and targets.

Preferred Qualifications

• Master’s in Healthcare Administration is preferred.

Benefits & Perks

• Competitive health, prescription, vision, and dental benefits & wellness credit for eligible employees.
• 403(b) retirement plan with generous company match and “catch up” provision.
• Paid Time Off (PTO) and company paid holidays.
• Tuition reimbursement.
• Mental Health resources and other employee wellness opportunities via our Employee Assistance Program.
• Employer paid Short & Long Term Disability benefits for eligible employees.
• Voluntary Benefits.
• Discounts on auto & home insurance and Verizon plans.
• Mercy’s Rewards & Recognition Program, rewarding employees for exemplifying Mercy’s Mission and Values.