Call Center Manager

Job DescriptionJob DescriptionA leading healthcare organization is seeking a compassionate and experienced Healthcare Call Center Manager to oversee patient intake, admissions coordination, and call center operations. This role is responsible for leading a team that helps individuals and families access care through a professional, efficient, and empathetic admissions experience.The ideal candidate has experience in healthcare admissions, patient intake, or call center leadership, with strong communication skills and the ability to manage sensitive conversations with care and professionalism.Key Responsibilities Supervise, coach, and mentor a team of admissions coordinators and patient intake staffOversee daily call center operations to ensure timely, professional, and compassionate serviceManage key parts of the admissions process, including inquiry handling, insurance verification, intake coordination, and schedulingMonitor call center performance metrics, response times, admissions trends, and team productivityIdentify opportunities to improve efficiency, service quality, and patient experienceCollaborate with clinical, administrative, and billing teams to streamline the intake and admissions processDevelop and deliver training programs focused on compliance, communication, documentation, and patient careMaintain accurate and confidential records of admissions activity, patient inquiries, and team performancePrepare reports and updates for leadership regarding call volume, admissions activity, and team performanceServe as the point of contact for escalated inquiries, complex cases, and sensitive patient or family concernsEnsure issues are resolved promptly, professionally, and compassionatelyStay current on healthcare regulations, insurance procedures, privacy requirements, and industry best practicesPromote a team culture built on empathy, accountability, professionalism, and service excellenceRequired Qualifications High school diploma or GED requiredProven experience in healthcare admissions, call center management, patient intake, or a related healthcare support roleLeadership experience with the ability to train, motivate, and support a teamActive HIPAA compliance / training credential requiredStrong communication, organization, and interpersonal skillsAbility to handle sensitive calls and escalated situations with professionalism and empathyStrong attention to detail and ability to maintain accurate documentationAbility to manage multiple priorities in a fast-paced healthcare environmentCommitment to confidentiality, compliance, and patient privacyIdeal Candidate The ideal candidate is a compassionate, organized, and service-focused leader who understands the importance of first impressions in healthcare. This person should be comfortable managing a team, improving processes, handling escalated calls, and helping individuals and families feel supported as they take the first step toward care.