Call Center Manager

Arrowhead Orthopaedics•Redlands, CA

10d

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. The role provides leadership, operational oversight, and hands-on support to ensure departmental goals and performance metrics are met while delivering an exceptional patient experience, optimizing provider schedules, and supporting accurate billing processes. The position requires availability for 40 hours per week, flexibility in scheduling, and no more than five workdays per week. The manager leads and supports staff, develops and maintains training programs, sets goals and conducts evaluations, oversees patient intake and scheduling, manages coverage, and participates in call queue support. The role monitors performance and call activity, handles escalated patient concerns, prepares departmental reports, and coordinates with clinical, billing, administrative, and leadership teams. Employees are expected to provide professional, accurate, organized, and responsive service; communicate respectfully with patients and coworkers; follow safety requirements and company policies; and maintain ethical conduct and reliability. Candidates must pass pre-employment drug screening and a background check and be legally authorized to work in the United States. Employment eligibility is verified through E-Verify.

Requirements

High school diploma or equivalent required.
Ability to type 40 words per minute.
Knowledge of spelling, grammar, and punctuation.
Ability to operate a computer and software including Microsoft Word and Excel; Outlook is preferred.
Basic skills in writing professional letters and memos.
Telephone etiquette and professional communication skills.
Pleasant and helpful demeanor, patience, teamwork, and ability to multitask.
Ability to remain calm in stressful situations.
Detail orientation and a high regard for accuracy.
Knowledge of HIPAA laws.
Knowledge of basic medical terminology.
Must submit to and obtain a negative result on a pre-employment drug screening.
Must pass a background check.
Must be legally authorized to work in the United States; employment eligibility will be verified through E-Verify.
The role calls for extensive knowledge of and experience in customer service and call center responsibilities in a health care provider setting.

Nice To Haves

Associate degree preferred.
Knowledge of Microsoft Outlook 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 adhere to policies and procedures for patient registration, insurance verification, appointment scheduling, and customer service.
Oversee and direct the patient intake process.
Ensure accurate collection of patient demographic, insurance, and financial information and visit documentation.
Train staff on proper registration and scheduling procedures to support compliance and data accuracy.
Direct patient appointment scheduling according to provider templates, preferences, and locations.
Review upcoming provider schedules to ensure appointment volumes meet productivity metrics and coordinate adjustments to maximize provider availability.
Monitor patient self-scheduling to ensure patients are contacted promptly.
Monitor STAT appointment requests to ensure appointments are resolved before the end of the day.
Address patient concerns and resolve registration or scheduling issues, including escalated complaints.
Act as a liaison between patients and internal departments to support a positive patient experience.
Monitor departmental KPIs, including registration and scheduling accuracy, agent productivity, performance, and call queue service levels.
Prepare and present departmental performance reports.
Manage staff schedules to ensure adequate coverage for shifts and peak call times.
Participate in call queue support and monitor real-time call volumes and queue activity.
Collaborate with clinical, billing, and administrative teams to support operational efficiency and accurate information flow.
Coordinate with clinical staff and physicians regarding appointment scheduling and patient messaging.
Facilitate communication across departments and participate in regular leadership meetings.
Complete special projects and other assignments within the scope and level of the position as operational needs require.
Maintain professional communication, attendance, reliability, teamwork, organization, time management, productivity, and compliance with safety requirements and company conduct standards.