Call Center & Authorization Manager

Title: Shared Services Manager – Medical Call Center ManagerStatus: Exempt, Full Time (Monday-Friday)Department: OperationsLocation: Mount Vernon, WashingtonWho We Are:Skagit Radiology Inc., P.S. is dedicated to providing patients and physicians with advanced, sub-specialized expertise and the highest levels of excellence in radiological services. Our staff incorporates the latest technology in medical imaging and image-guided therapy into cost-effective clinical practice. We actively maintain a leadership role in providing these services to the medical community and collaborate with other health care providers to continuously improve patient care. Our shared values include mutual respect, teamwork, superior service, professionalism and confidentiality.The RoleThis is a hands-on leadership role overseeing our patient-facing call center and referral authorization operations. You’ll directly manage the Call Center Lead, Call Center Representatives, and Referral Authorization Specialists, and you’ll be the person your team turns to when things get complicated.This isn’t a remote-from-a-dashboard role. The right candidate is comfortable coaching a rep through a difficult patient interaction in the morning and analyzing call volume trends in the afternoon. When team members are out, you step in. You are expected to work alongside the people you manage, picking up calls and handling authorizations just as they do. If getting on the phones isn’t something you’re willing to do, this isn’t the right fit.What You’ll DoLead daily operations for the call center and authorization teams, including staffing, scheduling, and performance managementServe as the escalation point for complex or sensitive patient concerns, resolving issues with empathy and professionalismTrack and act on key metrics: call volume, response times, quality scores, and prior authorization turnaround timesIdentify workflow gaps and drive process improvements that improve both efficiency and patient experienceBuild team competency through structured onboarding and ongoing coachingPartner with clinical and administrative teams to keep care coordination running smoothlyStep in as an active call center agent during vacation coverage, staffing gaps, or high-volume periods, handling calls and authorizations alongside your teamWhat We’re Looking For5+ years of progressive leadership experience in a healthcare setting, with direct oversight of call center or patient access/authorization functionsA track record of developing and holding accountable high-performing teamsStrong skills in de-escalation and patient communication; you don’t hand this off, you handle itComfort with data: you can pull a report, spot a trend, and translate it into actionExperience with Epic or a comparable EHR strongly preferredWillingness and ability to work as a call center agent or authorization specialist when needed; this role requires full comfort operating at every level of the teamBachelor’s degree preferred; equivalent experience in healthcare operations will be considered #J-18808-Ljbffr