Call Center Manager

Job Description

Job Description

About Us: Infusion for Health is a premier, referral-based infusion center serving patients across California, Arizona, Nevada, Washington, Colorado, and Missouri. Our unique centers feature private, comfortable rooms for a personalized patient experience. We are committed to delivering exceptional infusion therapy in a patient-focused, compassionate environment, supported by a team of skilled professionals.

We are seeking a Patient Care Call Center Manager to join our fast-paced operations team and oversee the success of our front-end patient care services. This role includes oversight of the call center and scheduling support teams. The successful candidate will demonstrate exceptional leadership skills, strategic planning abilities, and problem-solving expertise.

This is a full-time position, Monday to Friday, located in Brea, CA. Pay range is $90k-100k per year.

Duties and Responsibilities:

• Lead and supervise the Call Center & Scheduling teams.
• Resolve issues and complaints to ensure a positive patient experience.
• Ensure that the team delivers exceptional customer service by addressing patient inquiries and providing timely responses to questions.
• Oversee staff, provide mentorship, and ensure that our team meets and exceeds performance goals.
• Implement and monitor quality control audits, ensuring that our patient care services meet the highest standards.
• Prepare and review reports related to call center performance, scheduling efficiency, and success rates.
• Manage the day-to-day operations of the call center, ensuring patients receive timely and professional responses to their inquiries.
• Act as a liaison between patients and healthcare providers, ensuring that patient concerns regarding scheduling, authorizations, and intake processes are addressed promptly.
• Clearly communicate expectations to team members, hold them accountable, and recognize and celebrate their successes.
• Maintain strict compliance with State, Federal and healthcare regulations, insurance requirements, and company policies. (e.g., OSHA, WC, HIPAA, ADA, FEHA, DOL, HR policies and practices).

Qualifications:

• Bachelor’s degree or equivalent experience.
• At least 2+ years of experience leading a call center team in a healthcare organization
• Proven ability to lead teams of 10-20 employees.
• Strong understanding of Medicare, Commercial and Medicaid insurances.
• Proven expertise in service-focused operations.

Skills & Abilities:

• Excellent communication skills, with the ability to handle patient inquiries professionally and efficiently.
• Strong leadership and team management abilities to effectively oversee multiple departments.

Why Join Us?

• Be a part of a pioneering company in the healthcare industry that is making a significant impact on patients' lives.
• Work with a supportive and collaborative team that values your expertise and contributions.
• Enjoy a dynamic and flexible work environment with opportunities for professional growth and development.

Apply Now: If you are passionate about improving patient care and have the experience and skills we are looking for, we encourage you to apply. Join us in our mission to provide exceptional infusion therapy services and make a difference in the lives of our patients.