Call Center Manager - Patient Access

At SOL Mental Health, we're not just building another clinical practice—we're redefining what’s possible in mental healthcare, and that starts with exceptional people like you. As an early-phase organization with ambitious goals, we offer something rare: the chance to truly own your function and make a lasting impact on an industry that desperately needs innovation.

Your Contributions Matter Here

We understand that exceptional mental healthcare requires more than just talented clinicians. It demands a foundation of operational excellence, innovative thinking, and robust support systems—areas where your expertise becomes invaluable.

At SOL, you'll find:

• True ownership opportunities in a growing organization where your ideas can become organizational standards

• Direct access to passionate executive leadership committed to building both an exceptional service and an exceptional workplace

• Career development pathways that evolve as we grow, with opportunities emerging faster than in established organizations

• Cross-functional collaboration that exposes you to multiple aspects of healthcare innovation and practice management

Why Building Something New Matters

Building a leading mental health practice is challenging—we don't pretend otherwise. But when passionate professionals unite under a common mission, exceptional things happen. Your contributions at SOL won't disappear into the machinery of a large organization; they'll visibly shape our practices, culture, and success.

We are seeking a dynamic and experienced Call Center Manager to lead and optimize our Patient Access operations. This position can be located out of our office in Pearland, Texas or be remote. The ideal candidate will have a passion for connecting patients to high-quality mental healthcare, driving team performance, and enhancing operational effectiveness. This role will play a critical part in ensuring that prospective patients receive timely, empathetic, and seamless support as they navigate our services.

Key Responsibilities:

• Lead, mentor, and develop a team of call center agents handling inbound and outbound calls for appointment scheduling, patient inquiries, and service navigation.
• Implement and monitor performance metrics, KPIs, and quality assurance processes to ensure exceptional service delivery.
• Foster a patient-centric culture that prioritizes empathy, responsiveness, and professionalism in every interaction.
• Collaborate cross-functionally with clinical, marketing, and operations teams to align call center operations with organizational goals.
• Optimize workforce management, including staffing models, scheduling, and resource allocation to meet demand.
• Identify and implement process improvements and technology solutions to enhance effectiveness, efficiency, and patient and teammate experience.
• Monitor and report on contact center performance, providing insights and recommendations to leadership.
• Drive Integrated Care Patient Access initiatives by guiding agents in cross offering therapy and psychiatry service lines.
• Develop and execute Patient Access training programs for the team, emphasizing consultative matching approaches tailored to align with patient needs in a healthcare environment.
• Track and optimize conversion rates from inbound inquiries to booked appointments, implementing data-driven tactics to improve lead qualification and closure efficiency.
• Ensure compliance with HIPAA and other relevant regulations and standards.

Qualifications:

• 3-5+ years of experience managing call center operations, preferably in a healthcare or mental health setting.

• Demonstrated success in driving team performance, achieving KPIs, and delivering a seamless patient experience.

• Strong leadership, coaching, and team-building skills.

• Excellent communication, interpersonal, and problem-solving abilities.

• Proficiency with call center technologies, CRM systems, Electronic Medical Records (EMRs), and data analytics tools.

• Deep understanding of patient access, scheduling workflows, and healthcare operational best practices.

• Proven experience in inside sales management, with a focus on B2C sales cycles in healthcare.

• Expertise in Patient Access methodologies, including objection handling, value-based matching, and pipeline management within a healthcare call center setting.

• Track record of improving conversion metrics, such as increasing appointment booking rates from calls by leveraging analytics and targeted follow-up strategies.

• Commitment to SOL Mental Health's mission and values.

Compensation for this position falls between $90,000 and $120,000 annually, inclusive of base plus bonus, based on experience

We do things differently at SOL. Our values guide everything we do:

❤️ We lead with heart
We look for good in others
We strengthen each other
We strive for excellence
We break new ground

If you’re looking for a team that values your expertise, supports your growth, and empowers you to make an impact, we’d love to connect. Join us in shaping the future of mental health care.

At SOL Mental Health, we believe that diversity and inclusion are essential to fulfilling our mission. We are committed to creating a workplace where everyone feels valued, respected, and empowered to contribute. We actively seek candidates from diverse backgrounds and experiences, and we ensure equitable hiring practices throughout our recruitment process. SOL Mental Health is proud to be an equal opportunity employer and encourages applicants from all walks of life to apply.

Ready to lead the charge? Apply today and help us build a brighter future for mental health!

Originally posted on Himalayas

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