Call Center & Authorization Manager

SKAGIT RADIOLOGY LLC • Mount Vernon, WA

1d • $40 - $43 • Onsite

About The Position

This 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.

Requirements

• 5+ years of progressive leadership experience in a healthcare setting, with direct oversight of call center or patient access/authorization functions
• A track record of developing and holding accountable high-performing teams
• Strong skills in de-escalation and patient communication; you don’t hand this off, you handle it
• Comfort with data: you can pull a report, spot a trend, and translate it into action
• Willingness 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 team

Nice To Haves

• Experience with Epic or a comparable EHR strongly preferred
• Bachelor’s degree preferred; equivalent experience in healthcare operations will be considered

Responsibilities

• Lead daily operations for the call center and authorization teams, including staffing, scheduling, and performance management
• Serve as the escalation point for complex or sensitive patient concerns, resolving issues with empathy and professionalism
• Track and act on key metrics: call volume, response times, quality scores, and prior authorization turnaround times
• Identify workflow gaps and drive process improvements that improve both efficiency and patient experience
• Build team competency through structured onboarding and ongoing coaching
• Partner with clinical and administrative teams to keep care coordination running smoothly
• Step in as an active call center agent during vacation coverage, staffing gaps, or high-volume periods, handling calls and authorizations alongside your team

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree