Hospital Call Center Manager

Job Summary Req #: 0000238868 Category: Revenue Cycle and Patient Access Status: Full‑Time (Salaried) Shift: Day Facility: Barnabas Health Medical Group Department: Patient Access Services Pay Range: $91,472 – $129,204 per year Location: 95 OLD SHORT HILLS ROAD, WEST ORANGE, NJ 07052 Job Title: Manager Pay Transparency: The above reflects the anticipated annual salary range for this position if hired to work in New Jersey. Compensation offered to the selected candidate will depend on educational background, skills, and professional experience. Summary of Job Function: This position will be responsible for the daily operations of the centralized contact center functions, including incoming and outgoing omnichannel customer interactions for hospital and physician practices, multi‑service scheduling, registration, insurance verification, estimation and collection of financial liabilities, physician‑to‑physician connections, online physician referral inquiries, marketing inquiries, class/event registration, and general switchboard services. The role manages operational elements such as productivity, customer experience, employee engagement, and quality management; sets departmental performance standards; facilitates onboarding, orientation, and education of departmental staff; and works closely with leadership from various practice areas to ensure best possible customer experience and operational efficiency. Basic Qualifications High‑school diploma required; college degree preferred. Minimum 3 years of experience in a contact‑center management capacity, preferably in healthcare. Knowledge of telephony contact‑center systems and healthcare scheduling workflows within Epic EMR preferred. Excellent verbal and written communication skills. Exceptional customer service skills required; medical terminology and computer skills preferred. Essential Duties and Responsibilities Conduct all managerial duties in accordance with RWJBH policies and procedures. Enforce moral and professional standards aligned with department and enterprise mission. Maintain extensive knowledge of all scheduling and registration protocols and system processes for hospital and physician practice groups; ensure staff are adequately trained for multiple specialties. Supervise and direct day‑to‑day contact‑center activities and related processes. Provide guidance and supervision on coaching, counseling, performance plans, and other employee disciplinary processes. Accountable for productivity and efficiency. Monitor and analyze productivity, compliance, quality, and workload of direct reports using available reporting resources. Provide proactive support to contact‑center staff; model service and compassion. Ensure customer interactions are friendly, empathetic, and service‑focused. Serve as primary resource for complaint escalations and resolve matters promptly. Escalate questions or issues in a timely manner for highest patient/physician satisfaction. Determine staff qualifications and competencies; develop and maintain accurate competency checklists and evaluations. Conduct one‑on‑one interactions and team meetings with direct reports. Monitor agent calls for potential learning opportunities. Communicate staff progress, successes, and opportunities to management. Perform scheduler functions as needed. Coordinate with training teams to ensure accurate protocols and references. Collaborate with clinical and administrative leadership for seamless patient experience. Ensure compliance with joint commission, CMS, federal, state, and county regulatory requirements. Skills Required Attendance/punctuality: adhere to assigned schedule and cover responsibilities when absent. Positive and professional communication; remain calm and courteous under pressure. Knowledge of IT systems specific to contact center and scheduling. Strong problem‑solving skills; ability to find creative solutions to access barriers. Data analysis and process interpretation; organize work and prioritize workload. Conflict resolution skills. Ability to address various personality types and leadership levels; solicit support from other departments, vendors, and leadership. Critical thinking; work independently; manage multiple assignments; produce accurate written material. Fundamental knowledge to navigate company customer information systems and order systems. Proficiency in reading, writing, and speaking English. Benefits and Perks Paid Time Off (PTO) Medical and Prescription Drug Insurance Dental and Vision Insurance Retirement Plans Short & Long Term Disability Life & Accidental Death Insurance Tuition Reimbursement Health Care / Dependent Care Flexible Spending Accounts Wellness Programs Voluntary Benefits (e.g., Pet Insurance) Discounts through partners such as NJ Devils, NJ PAC, Verizon. Equal Opportunity Employer RWJBarnabas Health is an Equal Opportunity Employer. #J-18808-Ljbffr RWJBarnabas Health