Call Center Manager

Rezolut•West Covina, CA

10d

About The Position

We are seeking a highly organized and experienced Call Center Manager to lead our call center team responsible for scheduling diagnostic imaging procedures such as MRI, CT, X-ray, ultrasound, and mammography. This role ensures timely, accurate, and patient-focused scheduling while maintaining compliance with healthcare regulations and coordination with clinical departments. Your leadership will help streamline access to imaging services and improve patient care delivery.

Requirements

3+ years of management experience in a healthcare scheduling or radiology call center environment.
In-depth understanding of imaging modalities (CT, MRI, Ultrasound, Mammography, etc.) and their scheduling requirements.
Proficiency in EHR and Radiology Information Systems (RIS) such as Exa, Magview, or similar.
Excellent communication, problem-solving, and leadership skills.
Knowledge of insurance and authorization processes for diagnostic imaging.

Nice To Haves

Experience with centralized scheduling and call routing systems.
Familiarity with HL7, PACS integration, and imaging workflow software.
Bilingual capabilities (Spanish, etc.) a plus.
Knowledge of accreditation and compliance standards (e.g., ACR, The Joint Commission).

Responsibilities

Manage daily call center operations focused on scheduling imaging appointments across multiple facilities and modalities.
Ensure agents accurately gather patient information, verify orders, and schedule appointments per radiology protocols and insurance requirements.
Monitor call center metrics including service levels, call volumes, hold times, and first-call resolution.
Collaborate with radiology departments, technologists, and referring provider offices to ensure scheduling accuracy and efficiency.
Maintain up-to-date knowledge of imaging guidelines, prep instructions, contraindications, and modality-specific requirements.
Hire, train, mentor, and evaluate a team of scheduling agents, fostering a patient-first culture and high team performance.
Ensure all scheduling practices comply with HIPAA and other healthcare privacy regulations.
Review and analyze scheduling data to identify trends, bottlenecks, and areas for improvement.
Handle escalated scheduling issues or urgent/immediate imaging requests with professionalism and accuracy.
Manage communication and coordination with prior authorization, insurance verification, and clinical documentation teams.