Call Center Manager

Arrowhead Orthopaedics•Redlands, CA

11d•Onsite

About The Position

The Call Center Manager oversees the day-to-day operations of the Call Center department, ensuring efficient workflows for patient registration, insurance verification, appointment scheduling, and customer service. This role is responsible for delivering an exceptional patient experience while optimizing provider schedules and supporting accurate billing processes. The Call Center Manager provides leadership, operational oversight, and hands-on support to ensure departmental goals and performance metrics are met.

Requirements

Employ positive communication skills and exercise professional interpersonal abilities (tack, diplomacy, and respect) with patients and co-workers always.
Maintain a high degree of professionalism in the workplace, including appearance, communication, attendance, reliability, and teamwork.
Maintain a high level of organization, including an orderly and neat work area and excellent time management skills, leading to the highest level of productivity.
Demonstrate a desire to succeed and willingness to help others succeed.
Demonstrate support and comply with all Safety program elements including adherence to policies, exercise of safe work practices, participation in training, use of protective equipment, and reporting all safety concerns, hazards, and non-compliant practices.
Serve as an employee for Arrowhead Orthaepedics, following the code of conduct, displaying the highest level of ethics and integrity in action, thoughts and conduct.
High school diploma or equivalent required.
The ability to type 40 words per minute
Knowledge of spelling, grammar, and punctuation is mandatory.
Skill in operating a computer as well as software programs including Microsoft Word, Excel, and preferably Outlook.
Must have well developed basic skills in writing professional letters and memos.
Telephone etiquette and professional communication skills are required.
Must have a pleasant and helpful demeanor, be patient, be a team player, and have the ability to multi-task.
Must be able to stay calm in stressful situations.
Must be detail oriented and have a high regard for accuracy.
Must have knowledge of HIPAA laws.
Must be knowledgeable in basic medical terminology.
Required to submit and obtain a negative result in the pre-employment drug screening.
Ability to pass a background check.
Candidates must be legally authorized to work in the United States. Employment eligibility will be verified in accordance with applicable federal requirements.

Nice To Haves

Associates degree is preferred.

Responsibilities

Lead, manage, and support Call Center staff, providing coverage as needed while maintaining leadership responsibilities
Develop, implement, and maintain training programs for new and existing staff
Set performance goals and conduct regular performance evaluations
Ensure staff adherence to policies and procedures related to patient registration, insurance verification, appointment scheduling, and customer service standards
Oversee and direct the patient intake process
Ensure accurate collection of patient demographic, insurance, financial information, and documentation for visit
Train staff on proper registration and scheduling procedures to maintain compliance and data accuracy
Direct patient appointment scheduling to ensure accuracy based on provider templates, preferences, and locations
Review upcoming provider schedules to ensure appointment volumes meet established productivity metrics
Coordinate schedule adjustments as needed to maximize provider availability and maintain full patient schedules
Monitor patient self-scheduling to ensure all patients are contacted promptly
Monitor STAT appointment request to ensure all appointments are resolved before the end of day
Ensure a high level of customer service by addressing patient concerns and resolving registration or scheduling issues
Handle escalated patient complaints and work toward timely resolution
Act as a liaison between patients and internal departments to ensure a positive patient experience
Monitor departmental performance using key performance indicators (KPIs), such as: Registration and scheduling accuracy, Agent productivity and performance metrics, and Call queue service level metrics
Prepare and present departmental performance reports
Manage staff schedules to ensure adequate coverage for all shifts and peak call times
Actively participate in call queue support
Monitor real-time call volumes and queue activity
Collaborate with clinical, billing teams, administrative departments to ensure operational efficiency and accurate information flow
Coordinate with clinical staff, physicians, and to ensure accurate appointment scheduling and patient messaging
Facilitate effective communication across departments to support a seamless patient experience
Participate in regular meetings with Leadership
May be assigned special projects or other assignments and work task that are generally within the scope and level of position, and relative to the need for flexible Company Operation