Manager, Call Center

Job Description: Manager, Call Center

Job Title: Manager, Call Center

FLSA Status: Exempt

Supervision Received: Reports to Designated Access Leadership

Supervision Exercised: None

General Statement of Duties

Responsible for managing the daily operations of the clinical appointment scheduling process including referral and registration requirements. Provides support to leadership, ensuring department is accurately processing patients through the pre-registration, registration, and scheduling processes.

Essential Functions

• Manages the day-to-day operations of the Patient Access teams to maximize performance and optimize service and quality levels
• Monitors daily operating activity of the department, including queue management, and make necessary adjustments in workload
• Ensures efficient and high-quality delivery of care within the department
• Monitors individual schedules and staff productivity and works to improve staff performance in order to meet individual and team goals
• Conducts department audits to maintain consistency in the scheduling process
• Responsible for performance management of team including reviews, corrective action, mentoring, and performance improvement plans
• Oversees the hiring, training, and supervision of department personnel
• Leads example and provides direction to the leadership team regarding the coaching, mentoring, training and development of staff
• Works collaboratively with all internal and external customers and departments to ensure timely and accurate patient registration and processing related to all aspects of the patient and revenue cycle processes are followed
• Understands and stays abreast of payer requirements and changes within the industry
• Provides tools for supervisors to sustain, develop, enforce, and report team metrics; recommends actions for improvement
• Attends administrative meetings and participates in committees as requested
• Ensures strict confidentiality of all patient records, patient information and meeting HIPAA guidelines
• Works with sensitive and confidential materials and must be able to exercise discretion
• Other duties as assigned

Education

• Bachelor’s degree or equivalent combination of education or 2 or more years experience.

Experience

• 2 or more years’ experience in the Medical field. Ortho or Neurology field preferred.

Requirements

• Excellent organizational skills.
• Excellent critical thinking, troubleshooting, and analytical skills.
• Excellent interpersonal skills.
• Excellent attention to detail.