Operations Manager – Nurse Call Center (2018)

Job Type

Full Time


Details: Commensurate with experience.




1340 Boylston Street
United States


Fenway Health is New England’s premiere provider of healthcare to the LGBT community. It is both a Level 3 Patient Centered Medical Home and a Joint Commission accredited Federally Qualified Health Center. We offer competitive salaries and a compelling patient mix.

Reporting to the Medical Director, the Operations Manager for the Nurse Call Center and Refill Line will create and manage these two call centers with the goal of providing patients with the highest quality customer service and clinical care.

Representative Duties:

Oversees Nurse Call Center Operations

  • Establishes, reviews and updates policies and procedures for Nurse Call Center and Refill Line operations
  • Works in collaboration with IT to evaluate and maintain technology to support Nurse Call Center and Refill Line operations
  • Maintains and improves Nurse Call Center and Refill Line operations by monitoring system performance, identifying and resolving problems, completing system audits and analyses, managing system and process improvement and quality assurance programs
  • Prepares Nurse Call Center and Refill Line performance reports by collecting, analyzing and summarizing data and trends Provides these reports to Medical Department leadership through written reports and regular updates at meetings
  • Provides clinical support and training to Nurse Call Center and Refill Line employees
  • Handles Nurse Call Center and Refill Line patient complaints as needed and documents them according to organization protocols

Provides training and supervision to assigned staff following Fenway Health policies and procedures

  • Coaches employees to meet customer service and clinical care goals
  • Motivates employees so that they come across to customers as positive, energetic, competent and helpful
  • Insures that staff receive a comprehensive program orientation
  • Trains staff regarding the full range of their responsibilities
  • Provides ongoing guidance and supervision to assigned staff
  • Provides yearly written evaluations of assigned staff following agency evaluation guidelines
  • Makes employment-related decisions regarding assigned staff within the scope of defined authority and following established agency and program guidelines

Meets Agency Participatory Expectations

  • Suggests and participates in continuing quality improvement efforts
  • Adheres to all agency and departmental policies and procedures
  • Participates in quality assessment and improvement activities as requested
  • Adheres to the highest principles of patient and client confidentiality
  • Adheres to established safety policies, procedures and precautions; identifies potential or actual unsafe situations in the environment and takes measures to rectify the situation
  • Attends all required meetings, in-services and professional trainings
  • Attends all regularly scheduled research meetings, trainings, forums and pertinent FCH staff meetings
  • Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
  • Serves on agency committees and in professional organizations when requested

Performs other related duties as required


  • BA preferred
  • 1 – 3 years’ experience working in or managing a clinical call center required
  • Licensed clinician (RN, LPN) or Medical Assistant preferred, but not required
  • Organized, a good communicator, and have good problem-solving skills
  • Excellent leadership and interpersonal skills
  • Ability to multi-task
  • Experience working with an ethnically, culturally, and racially diverse work staff preferred
  • Ability to work harmoniously with diverse groups of individuals required

Professional Level

None specified

Minimum Education Required

No requirement

How To Apply


To apply, please visit the Fenway Health Career Portal (https://www.appone.com/MainInfoReq.asp?R_ID=1913545)