Call Center Manager

About Vitra Health

Vitra Health is a mission-driven healthcare organization committed to improving the quality of life for individuals and families across Massachusetts. Through innovative home- and community-based services, Vitra supports aging adults, people with disabilities, and individuals with complex care needs— supported by a Nurse, and Case Manager, Vitra ensures clients receive compassionate, personalized, and dignified care.

To help share our mission and expand our community impact, Vitra Health is seeking a Client Scheduling Manager who is passionate about community engagement and helping people access the care and resources they deserve.

The Opportunity

The Call Center Manager is responsible for the strategic leadership, operational management, and overall performance of the Client Scheduling Department. This role oversees a team of Scheduling Coordinators and Supervisors (if applicable), ensuring appropriate staffing coverage, proactive client scheduling, regulatory compliance, operational excellence, and exceptional customer service.

The Manager exercises significant independent judgment in workforce planning, departmental budgeting, staffing allocation, policy development, process improvement, and performance management. This position partners closely with Clinical Leadership, Program Management, Human Resources, Recruiting, and Executive Leadership to ensure clients receive timely, uninterrupted services while supporting organizational growth and operational objectives.

The Call Center Manager is accountable for department performance, service delivery metrics, compliance outcomes, employee development, and continuous improvement initiatives.

Key Responsibilities

Leadership and Department Management

• Lead, coach, develop, and manage the Client Scheduling team, ensuring high performance and accountability.
• Establish departmental goals, key performance indicators (KPIs), and operational benchmarks.
• Provide leadership and oversight for scheduling operations, admissions coordination, and workforce planning activities.
• Develop succession plans and career development opportunities for scheduling staff.
• Oversee hiring, onboarding, training, performance management, promotions, corrective actions, and termination recommendations.
• Monitor staffing levels and workforce capacity to support client growth and service demands.
• Analyze department performance data and implement strategic initiatives to improve efficiency, productivity, and service outcomes.
• Manage departmental resources, budgets, and staffing plans to achieve organizational objectives.
• Serve as the final escalation point for complex scheduling, staffing, and operational concerns.
• Drive a culture of accountability, engagement, collaboration, and continuous improvement.

Operational Oversight

• Ensure assessments, admissions, semi-annual visits, annual visits, monthly visits, physicals, and all required services are scheduled in compliance with MassHealth and program requirements.
• Oversee scheduling processes and workflow optimization to ensure timely service delivery and maximum operational efficiency.
• Evaluate scheduling trends, staffing utilization, and client service demands to develop proactive workforce strategies.
• Develop and implement departmental policies, procedures, and best practices.
• Ensure scheduling systems and workforce management tools are utilized effectively and consistently.
• Lead department-wide process improvement initiatives to enhance operational performance and client satisfaction.
• Monitor compliance with organizational policies, state regulations, accreditation standards, and payer requirements.

Compliance and Quality Assurance

• Establish quality assurance processes and performance audits within the Scheduling Department.
• Review operational metrics and compliance reports to identify risks and improvement opportunities.
• Implement corrective action plans when operational or compliance concerns are identified.
• Ensure accurate documentation, scheduling records, and service tracking.
• Maintain confidentiality of employee, client, and organizational information.

Strategic and Cross-Functional Leadership

• Partner with Clinical Managers, Program Managers, Care Access, Human Resources, Recruiting, Finance, and Executive Leadership to support organizational initiatives.
• Participate in strategic planning and organizational growth initiatives.
• Lead cross-functional projects that impact staffing, client services, operational efficiency, and business performance.
• Serve as the departmental subject matter expert for workforce management, scheduling operations, and capacity planning.
• Present operational reports, department performance metrics, and strategic recommendations to senior leadership.
• Promote Vitra Health's mission, vision, and values throughout all interactions and decision-making.
• Perform other duties as assigned.
• Fosters a culture of customer service and commitment to quality care
• Serves as a brand ambassador for Vitra reflecting our vision, mission, and values
• Shows a genuine interest and compassion for the communities we serve and commitment to the diversity of our clients and team members
• Mentor and supports team members
• Complete other tasks as assigned

Required Qualifications

• Bachelor's degree required; Master's degree preferred.
• Minimum of five (5) years of healthcare operations, workforce management, scheduling, or related experience.
• Minimum of three (3) years of management experience with direct responsibility for employee performance, staffing, and operational outcomes.
• Experience leading high-volume scheduling operations in a healthcare environment.
• Home Health, AFC, GAFC, Senior Care, or community-based healthcare experience required.
• Demonstrated experience developing and implementing operational strategies and process improvements.
• Strong leadership, coaching, change management, and employee development skills.
• Experience managing departmental performance metrics and workforce planning initiatives.
• Proficiency with scheduling systems such as CareCenta or similar workforce management platforms.
• Strong analytical, organizational, communication, and problem-solving skills.
• Ability to make independent business decisions and manage competing priorities in a fast-paced environment.
• Experience supporting elders and individuals with disabilities preferred.
• Bilingual skills strongly preferred.

Work Environment and Physical Requirements

• Office-based work in a clean well-lit environment with fluctuating temperatures near others.
• Client-facing field staff and community liaisons require frequent travel to client homes or community settings; ability to drive safely; work in client homes may involve varying temperatures, odors, allergens, pets, and other environmental factors.
• Requires substantial periods of repetitive work utilizing a computer, monitor, keyboard, and mouse.
• Requires lifting and carrying equipment and supplies weighing up to 35 pounds; requires pushing and pulling equipment and supplies weighing up to 35 pounds; requires walking and standing; requires frequent sitting more than 75% of the workday; requires the ability to negotiate stairs; requires visual acuity and manual dexterity to operate equipment.

Perks and Benefits:

• Employer sponsored health Insurance with a generous employer match.
• Dental and Vision Benefits.
• Supplemental Benefits
• Life, Accident, Critical Illness and Disability Insurance.
• 401K with a 5% company match.
• Accrued Paid-Time-Off.
• Ten company paid holidays.
• Wellness Benefits.
• Tuition Reimbursement.
• Supportive team structure and company culture with a focus on work/life balance.

Vitra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.