Healthcare Scheduling Manager

Women's Imaging Specialists•Cumming, GA

3d•Onsite

About The Position

Women’s Imaging Specialists (WIS) is hiring a Healthcare Scheduling Manager to lead its centralized Outreach team, which proactively contacts patients who missed appointments, requested rescheduling, or need appointment confirmation. The manager is responsible for outreach strategy, team coaching and culture, operational KPIs, and helping reduce delays in care and keep schedules full across more than 19 outpatient centers in Georgia and Alabama. This is a player-coach role that partners closely with the current Scheduling Manager on priorities, coverage, hiring, training standards, and workflows. The role also manages remote team members and supports engagement and accountability across a distributed team. The manager hires, onboards, trains, coaches, and evaluates team members; manages attendance, PTO, and daily assignments; monitors outreach quality and performance; analyzes trends and reports results to leadership; and coordinates outreach campaigns and capacity needs with Marketing, Operations, site managers, and the current Scheduling Manager. The role standardizes outreach protocols and scripts, optimizes use of Infinitt EMR, Phreesia, and Excel reporting, handles complex patient concerns and site manager requests, and ensures HIPAA-compliant, audit-ready documentation. This is a full-time, exempt, in-office position, five days per week, with remote team management responsibilities. The schedule is Monday through Friday, 8:00 AM to 5:00 PM Eastern, with no holidays or on-call work. Training begins in Cumming, Georgia, alongside the current Scheduling Manager, then transitions to Dacula, Georgia; the eventual location will be Alpharetta, Georgia. The listed salary is $60,000–$65,000 depending on experience and education, with a performance bonus. Pre-employment drug screening and a background check are required.

Requirements

At least 2 years of direct management experience leading a high-volume call center team of 5 or more agents.
Proven track record of meeting KPIs.
Expertise in workforce management, including call-volume forecasting, schedule building, real-time adherence management, and handling call-outs.
Technological proficiency with PACS/RIS, ACD phone systems, advanced Excel (including pivot tables, VLOOKUP, and dashboards), Outlook, and Teams.
Strong coaching skills, including giving kind and direct feedback, documenting performance, developing employees, and retaining top talent.
High school diploma.
Ability to manage and engage remote team members.
Strong organization, proactivity, and attention to detail.
Ability to remain calm and solution-oriented during high volume or staffing shortages.
Excellent communication skills, including presenting to executives and coaching new hires.
Trustworthiness in handling confidential information and commitment to excellent attendance.

Nice To Haves

Bachelor’s degree in Business, Healthcare Administration, or a related field.
Healthcare, radiology, patient access, or revenue-cycle call center experience.
Background in radiology, imaging centers, or women’s health.
Bilingual Spanish leadership capability.
Experience with Phreesia, PACS/RIS, and Excel.

Responsibilities

Hire, onboard, and train Outreach team members on Infinitt EMR, Phreesia, phone scripts, preparation instructions, and HIPAA.
Conduct weekly one-on-one meetings, monthly quality-assurance coaching sessions, and annual performance reviews with development plans for on-site and remote staff.
Build a team culture centered on empathy and persistence through recognition, timely feedback, and career development.
Manage attendance, PTO requests, and daily assignments to ensure outreach lists are completed thoroughly and on time.
Partner with the current Scheduling Manager on hiring, training standards, workflow alignment, priorities, and coverage.
Monitor dashboards and manage outreach KPIs, including outreach attempts, contact rate, reschedule rate, confirmation completion, no-show recovery, and schedule fill rate.
Conduct 8–10 quality-assurance audits per team member each month, evaluating HIPAA compliance, script adherence, empathy, persistence, and data-entry accuracy in Infinitt.
Analyze performance trends, conduct root-cause analysis, and present weekly and monthly reports with action plans to leadership.
Calibrate quality-assurance scoring with the Scheduling Manager and leadership.
Assign and monitor no-show lists, worklists, reschedule queues, recall lists, and confirmation-call queues.
Track and improve the rate at which outreach leads to patients being scheduled.
Partner with Marketing on recall campaigns and seasonal campaigns.
Coordinate with Operations and the Scheduling Manager on site-specific capacity and outreach support needs.
Standardize outreach scripts and track conversion rates by team member and campaign.
Standardize outreach protocols, preparation-instruction scripts, and site-specific rules across more than 19 centers.
Optimize use of Infinitt EMR, Phreesia, and Excel reporting.
Serve as an escalation point for complex patient concerns and site manager requests.
Maintain 100% HIPAA compliance and audit-ready documentation.