Overview
Shared Services Manager Jobs in Columbus, Ohio Metropolitan Area at Equitas Health
Title: Shared Services Manager
Company: Equitas Health
Location: Columbus, Ohio Metropolitan Area
Company Description Equitas Health is a nonprofit community healthcare system and federally designated Community Health Center founded in 1984, and is one of the largest LGBTQ+ and HIV/AIDS serving healthcare organizations in the United States. With 22 locations across 13 cities, the organization delivers care to tens of thousands of patients in Ohio, Kentucky, West Virginia, and Texas each year. Equitas Health offers patient-centered, integrated services, including primary and specialized medical care, pharmacy, dentistry, mental health and recovery services, HIV/STI prevention and treatment, and comprehensive care navigation and advocacy. Its pharmacy reinvests 100% of profits into programs and services, reinforcing a mission-driven approach to care. Divisions such as the Equitas Health Institute and BRAVO (Buckeye Region Anti-Violence Organization) further advance education, advocacy, and anti-violence initiatives.
MAJOR AREAS OF RESPONSIBILITIES:
- Directly manage and supervise call center agents and verification specialists.
- Oversee daily call center operations including inbound/outbound call management, scheduling support, and patient inquiries
- Ensure adherence to service level agreements (SLAs), call handling standards, and quality benchmarks
- Monitor call volumes and staffing patterns to ensure appropriate coverage
- Establish performance expectations and key performance indicators (KPIs)
- Conduct regular coaching, performance reviews, and real-time feedback
- Monitor metrics such as average speed of answer, call abandonment rate, first-call resolution, and patient satisfaction scores
- Address performance issues promptly and effectively
- Develop and implement training programs for new hires and ongoing staff development
- Ensure standardized scripting, workflows, and escalation protocols
- Audit calls and improve patient experience
- Identify workflow inefficiencies and implement process improvements
- Collaborate with other departments to improve scheduling accuracy and patient navigation
- Support system optimization related to call routing and scheduling tools
- Communicate trends, barriers, and opportunities to leadership
Qualifications
- Bachelor’s degree or equivalent experience required
- 3+ years of call center or patient access leadership experience
- Strong understanding of healthcare scheduling and patient access workflows preferred
- Proven ability to manage performance metrics and improve team outcomes
- Leadership & coaching
- Customer service excellence
- Data-driven decision making
- Operational efficiency
- Communication and collaboration
- Experience with EPIC or other Electronic Health Record preferred.
- Proficiency with Microsoft Office (Access, Excel, Word and Outlook).
- Must have sensitivity to, interest in and competence in cultural differences, HIV/AIDS, minority health, sexual practices, and a demonstrated competence and interest in working with persons of the transgender community or non-gender conforming community.
- Regular and predictable attendance is required.
- Must have reliable transportation and valid driver’s license
