Call Center Manager

Call Center Manager

It is our goal to provide the finest Orthopaedic care possible. This philosophy requires that all office staff and providers be sensitive and responsive to patients' needs and preferences. To ensure that we hire and retain the quality of staff needed for implementing our philosophy of service, we have adopted the following job description for this position. The position requires that the employee be available forty hours per week, and that also the employee be flexible in his/her schedule to provide efficient service for the group. The employee, however, will be expected to work no more than five days per week. Many of the responsibilities require that you have extensive knowledge of and experience in customer service, and call center responsibilities in a health care provider setting.

Basic Function: The Call Center Manager oversees the day-to-day operations of the Call Center department, ensuring efficient workflows for patient registration, insurance verification, appointment scheduling, and customer service. This role is responsible for delivering an exceptional patient experience while optimizing provider schedules and supporting accurate billing processes. The Call Center Manager provides leadership, operational oversight, and hands-on support to ensure departmental goals and performance metrics are met.

Duties and Responsibilities:

• Lead, manage, and support Call Center staff, providing coverage as needed while maintaining leadership responsibilities
• Develop, implement, and maintain training programs for new and existing staff
• Set performance goals and conduct regular performance evaluations
• Ensure staff adherence to policies and procedures related to patient registration, insurance verification, appointment scheduling, and customer service standards
• Oversee and direct the patient intake process
• Ensure accurate collection of patient demographic, insurance, financial information, and documentation for visit
• Train staff on proper registration and scheduling procedures to maintain compliance and data accuracy
• Direct patient appointment scheduling to ensure accuracy based on provider templates, preferences, and locations
• Review upcoming provider schedules to ensure appointment volumes meet established productivity metrics
• Coordinate schedule adjustments as needed to maximize provider availability and maintain full patient schedules
• Monitor patient self-scheduling to ensure all patients are contacted promptly
• Monitor STAT appointment request to ensure all appointments are resolved before the end of day
• Ensure a high level of customer service by addressing patient concerns and resolving registration or scheduling issues
• Handle escalated patient complaints and work toward timely resolution
• Act as a liaison between patients and internal departments to ensure a positive patient experience
• Monitor departmental performance using key performance indicators (KPIs), such as: Registration and scheduling accuracy, Agent productivity and performance metrics, and Call queue service level metrics
• Prepare and present departmental performance reports
• Manage staff schedules to ensure adequate coverage for all shifts and peak call times
• Actively participate in call queue support
• Monitor real-time call volumes and queue activity
• Collaborate with clinical, billing teams, administrative departments to ensure operational efficiency and accurate information flow
• Coordinate with clinical staff, physicians, and to ensure accurate appointment scheduling and patient messaging
• Facilitate effective communication across departments to support a seamless patient experience
• Participate in regular meetings with Leadership
• May be assigned special projects or other assignments and work task that are generally within the scope and level of position, and relative to the need for flexible Company Operation

Requirements:

• To perform this job successfully, an individual must be able to perform satisfactorily job duties, demonstrate excellent work habits, deliver superior service, and exhibit the highest degree of professionalism.
• Employ positive communication skills and exercise professional interpersonal abilities (tack, diplomacy, and respect) with patients and co-workers always.
• Maintain a high degree of professionalism in the workplace, including appearance, communication, attendance, reliability, and teamwork.
• Maintain a high level of organization, including an orderly and neat work area and excellent time management skills, leading to the highest level of productivity.
• Demonstrate a desire to succeed and willingness to help others succeed.
• Demonstrate support and comply with all Safety program elements including adherence to policies, exercise of safe work practices, participation in training, use of protective equipment, and reporting all safety concerns, hazards, and non-compliant practices.
• Serve as an employee for Arrowhead Orthaepedics, following the code of conduct, displaying the highest level of ethics and integrity in action, thoughts and conduct.

Skill and Education Requirements:

• High school diploma or equivalent required.
• Associates degree is preferred.
• The ability to type 40 words per minute
• Knowledge of spelling, grammar, and punctuation is mandatory.
• Skill in operating a computer as well as software programs including Microsoft Word, Excel, and preferably Outlook.
• Must have well developed basic skills in writing professional letters and memos.
• Telephone etiquette and professional communication skills are required.
• Must have a pleasant and helpful demeanor, be patient, be a team player, and have the ability to multi-task.
• Must be able to stay calm in stressful situations.
• Must be detail oriented and have a high regard for accuracy.
• Must have knowledge of HIPAA laws.
• Must be knowledgeable in basic medical terminology.

Certificates, pre-employment requirements:

• Required to submit and obtain a negative result in the pre-employment drug screening.
• Ability to pass a background check.

E-Verify Participation Notice: AO is an E-Verify employer. Candidates must be legally authorized to work in the United States. Employment eligibility will be verified in accordance with applicable federal requirements.