Lead the Voice of WIS — Bring Patients Back In and Keep 19+ Centers Full
Women’s Imaging Specialists (WIS) is on a mission: deliver exceptional, compassionate breast imaging to every woman we serve. With 19+ outpatient centers across Georgia and Alabama and 160+ team members, we’re growing fast.
We’re hiring a Call Center Manager (Outreach) to lead our centralized Outreach team. You’ll directly manage team members who are focused on proactive outbound outreach — the team responsible for bringing patients back in who have missed their appointment, asked to reschedule, or need a confirmation nudge. You’ll own the KPIs, the coaching, the culture, and the outreach strategy that reduces delays in care and keeps our schedules full.
This is a team-player, player-coach role. You’ll collaborate closely day-to-day with our current Scheduling Manager to align on priorities, coverage, and workflows — not operate in a silo. You’ll also be comfortable managing remote employees, keeping a distributed team engaged, accountable, and connected to our PINK standard.
Why You’ll Love Leading Here:
- Our Passion Runs PINK – You Bring Patients Back: Your team is the reason a woman who missed her mammogram gets rescheduled, not lost to follow-up. Every successful outreach call ensures continuity of care. This role is about second chances — making sure no patient falls through the cracks.
- True Partnership: You’ll work side-by-side with our current Scheduling Manager as thought partners — sharing insights, coordinating on capacity needs, and presenting a united front to Operations. We’re looking for a collaborator, not a competitor.
- Data-Driven Impact – Measured on What Matters: You’ll manage to outreach KPIs that matter: outbound dials to connects, reschedule success rate, confirmation call completion, no-show recovery rate, and % of patients successfully getting back on the schedule. If you love turning lists into booked appointments, you’ll love this dashboard.
- Elite Team Culture: We’re collaborative and mission-driven. You’ll build a team known for warmth, persistence, and precision — including managing remote team members with clear expectations and strong engagement.
- Work-Life Balance That’s Real: Monday-Friday, 8:00 AM-5:00 PM. No holidays, no on-call.
- Benefits That Start Fast: Health, dental, vision + PTO start day 61. 401(k) with up to 4% match after 6 months.
What You’ll Own Day-to-Day:
- Lead, Coach & Develop — In Office and Remote
- Hire, onboard, and train new Outreach team members on Infinitt EMR, Phreesia, phone scripts, prep instructions, and HIPAA
- Conduct weekly 1:1s, monthly QA coaching sessions, and annual performance reviews with clear development plans — for both on-site and remote staff
- Build a culture of empathy + persistence through recognition, real-time feedback, and career pathing
- Manage attendance, PTO requests, and daily assignments to ensure outreach lists are worked thoroughly and on time
- Partner closely with the current Scheduling Manager on hiring, training standards, and workflow alignment
Own Outreach KPIs & Quality
- Monitor daily dashboards: outreach attempts, contact rate, reschedule rate, confirmation completion, no-show recovery, schedule fill rate
- Conduct 8-10 QA audits per team member per month: evaluate HIPAA compliance, script adherence, empathy, persistence, and data entry accuracy in Infinitt
- Analyze trends, conduct root-cause analysis, and present weekly/monthly performance reports to leadership with action plans
- Calibrate QA scoring with the Scheduling Manager and leadership to ensure fairness and consistency
Drive Outreach & Fill Capacity
- Direct daily proactive outreach: assign and monitor No-Show lists, Worklists, Reschedule queues, Recall lists, and confirmation call queues
- Track and improve conversion: how successful the team is at getting patients back on the schedule
- Partner with Marketing on recall campaigns and seasonal pushes (e.g., Breast Cancer Awareness Month)
- Partner with Operations and the Scheduling Manager on site-specific capacity: which locations/modalities need the most outreach support
- Standardize outreach scripts and track conversion rates by team member and campaign
Optimize Workflows & Systems
- Standardize outreach protocols, prep instruction scripts, and site-specific rules across all 19+ centers
- Optimize use of Infinitt EMR, Phreesia, and Excel reporting
- Serve as escalation point for complex patient concerns and site manager requests
- Ensure 100% HIPAA compliance and audit-ready documentation
You Are:
- Highly organized, proactive, and detail-oriented — you create systems so no patient falls through the cracks
- Calm under pressure — you stay solution-oriented during high volume or staffing shortages
- An excellent communicator — you can present to executives and coach a new hire with equal skill
- Trustworthy with confidential information and committed to excellent attendance
Logistics:
Type: Full-time, Exempt, in-office 5 days/week (with remote team management responsibilities)
Location Path: Starts in Cumming, GA for the first few weeks training side-by-side with the current Scheduling Manager ? transitions to Dacula, GA ? end location will be Alpharetta, GA
Current Hub: Cumming or Hamilton Mill (Dacula, GA) scheduling hub
Schedule: Monday-Friday, 8:00 AM- 5:00 PM EST
Pay: $58,000 - $60,000
Women’s Imaging Specialists is a proud Equal Opportunity Employer. We celebrate diversity and participate in E-Verify. Pre-employment drug screen and background check required. WIS is a certified Drug Free Workplace.
