Call Center Supervisor

Emergeortho, P.A•Wilmington, NC

8d•Hybrid

About The Position

EmergeOrtho is committed to being the trusted leader in innovative, quality-focused comprehensive musculoskeletal care. With offices across North Carolina, our Call Center Supervisor oversees the Scheduling and Patient Access team, ensuring timely, accurate, and compassionate service for orthopedic and pain management patients. The Supervisor monitors team performance, scheduling accuracy, patient access, and call center operations while collaborating with clinical and administrative departments.

Requirements

High school diploma or equivalent required.
2+ years of healthcare call center, medical scheduling, or patient access experience.
Experience with EHR, scheduling, telephone, and call center systems.
Strong leadership, communication, organizational, and problem-solving skills.
Ability to analyze KPIs and drive team performance.
Strong commitment to patient service and operational excellence.

Nice To Haves

Associate degree in Healthcare Administration, Business, Communications, or related field preferred.
Previous supervisory or team-lead experience preferred.
Orthopedic, pain management, or workers’ compensation experience preferred.

Responsibilities

Supervise, coach, and support Scheduling and Care Coordinators representatives.
Monitor call volume, service levels, productivity, quality, scheduling accuracy, and patient satisfaction.
Oversee scheduling for new patients and follow-ups appointments.
Ensure staff follow provider scheduling protocols and insurance requirements.
Handle escalated patient concerns and ensure timely resolution.
Conduct call-quality reviews, performance evaluations, and staff coaching.
Develop and maintain scheduling workflows, and training programs.
Identify process improvements that increase efficiency, reduce scheduling errors, and improve patient access.
Collaborate with providers, clinical staff, referral/authorization teams, and practice leadership.
Follows all applicable department and practice policies and procedures.
Maintains patient confidentiality; complies with HIPAA privacy and confidentiality guidelines established by the practice.
Maintains detailed knowledge of practice management and other computer software as it relates to job function.
Performs other duties as and assigned by Manager, including schedule changes and travel to office locations as assigned.
Attends all regular meetings.