Manager, Healthcare Contact Center & Patient Scheduling - Quality

Job Title: Manager, Healthcare Contact Center & Patient Scheduling - Quality

Location: Guadalajara, Jalisco, Mexico

Job Type: Full-time / Permanent

Job Description

We are seeking a Manager to lead quality operations supporting healthcare contact center and patient scheduling teams. In this role, you will drive scheduling accuracy, patient experience, compliance, SLA performance, calibration, coaching, and continuous improvement across client programs.

You will manage quality teams supporting healthcare contact center and patient scheduling workflows, including inbound and outbound patient interactions, appointment scheduling, rescheduling, cancellations, registration, referral intake, and related patient access activities.

Key Responsibilities

• Own quality performance for healthcare contact center and patient scheduling workflows.
• Establish and maintain quality monitoring standards, scorecards, audit methodologies, sampling plans, and evaluation criteria aligned with client requirements and organizational standards.
• Monitor scheduling accuracy, documentation quality, call quality, patient experience, policy adherence, and compliance with HIPAA and client-specific workflows.
• Analyze quality defects and error trends to identify root causes, training needs, process gaps, and opportunities to improve first-contact resolution and scheduling outcomes.
• Lead calibration sessions across Quality, Operations, Training, and client stakeholders to ensure consistent interpretation and application of quality standards.
• Partner with Operations leadership to develop corrective and preventive action plans for recurring quality issues and track actions through closure.
• Support new client transitions, workflow changes, specialty expansions, and go-live readiness by validating quality controls, SOPs, and audit requirements.
• Evaluate adherence to scheduling protocols, appointment types, provider and location selection, visit prerequisites, referral requirements, and escalation pathways.
• Monitor patient communication for professionalism, empathy, accuracy, privacy, and clear expectation setting.
• Track and improve scheduling accuracy, call quality, critical-error rates, documentation accuracy, repeat-contact drivers, complaint trends, and quality-related SLA adherence.
• Lead, coach, and develop Quality Supervisors, Team Leads, and Quality Analysts or Auditors.
• Serve as the quality subject matter expert for assigned healthcare contact center and patient scheduling clients.
• Lead or participate in weekly and bi-weekly client quality reviews and provide quality insights for MBRs, QBRs, and executive reporting.

Key Performance Indicators

• Overall quality score and client quality SLA attainment
• Scheduling and registration accuracy
• Critical-error reduction
• Call quality and patient experience
• Calibration consistency
• Corrective action closure
• Client satisfaction and NPS
• Quality team productivity and attrition

Required Skills and Qualifications

• Graduate degree in any discipline; healthcare, business, quality, or related education preferred.
• 6+ years of relevant experience, including quality leadership in healthcare patient access, patient scheduling, contact center, or BPO operations.
• 2+ years in an Assistant Manager or comparable leadership role preferred.
• Strong knowledge of healthcare contact center and patient scheduling quality practices, including quality monitoring, call auditing, calibration, root-cause analysis, CAPA, and continuous improvement.
• Understanding of HIPAA, patient privacy, and healthcare contact center compliance requirements.
• Strong analytical, client communication, stakeholder management, coaching, team leadership, organization, and written and spoken English skills.
• Experience supporting U.S. healthcare provider contact center or patient access operations strongly preferred.
• Epic or another major EHR or patient scheduling platform experience preferred.

Compensation and Benefits

• Competitive remuneration.
• Annual performance-based bonus.
• Standard industry benefits.
• Relocation package available for candidates outside Guadalajara, as per company policy.