Rural Care Call Center Manager

Deborah Heart and Lung Center • Pemberton Township, NJ

5h

About The Position

Responsible for the daily operations of the RuralCare Connect Call Center. Oversees staff scheduling, workflow management, patient access coordination, referral management, and provider communication to ensure timely and efficient patient services. Monitors call center performance metrics, staffing coverage, patient satisfaction, and provider scheduling optimization. Collaborates with clinical departments, referring physicians, outreach partners, and Information Systems to ensure operational efficiency, access to care, and exceptional customer service for rural and specialty patient populations. Supports growth initiatives, community outreach access points, and centralized scheduling functions for pulmonary and ancillary service lines. This position is grant funded and aligned with a specialized program initiative. Ongoing employment is contingent upon continued program funding and organizational need.

Requirements

• 3 to 5 years of experience in a healthcare call center, patient access, scheduling, referral management, or related healthcare operations setting.
• High School Diploma, GED, or equivalent required.
• Strong leadership and staff management skills
• Knowledge of electronic scheduling systems and call center operations
• Strong organizational, communication, and customer service skills

Nice To Haves

• Supervisory or management experience in a healthcare call center environment.
• Experience with electronic scheduling systems, insurance verification, referral authorization processes, and provider template management preferred.
• Rural healthcare outreach experience preferred.
• Bachelor’s Degree in Healthcare Administration, Business Administration, or related field preferred.
• Certified Healthcare Access Manager (CHAM) if applicable or equivalent certification preferred.
• General understanding of ICD-10, CPT codes, and insurance authorization requirements
• Experience with EMR systems and centralized scheduling software
• Knowledge of pulmonary and ancillary service operations

Responsibilities

• Oversees staff scheduling, workflow management, patient access coordination, referral management, and provider communication to ensure timely and efficient patient services.
• Monitors call center performance metrics, staffing coverage, patient satisfaction, and provider scheduling optimization.
• Collaborates with clinical departments, referring physicians, outreach partners, and Information Systems to ensure operational efficiency, access to care, and exceptional customer service for rural and specialty patient populations.
• Supports growth initiatives, community outreach access points, and centralized scheduling functions for pulmonary and ancillary service lines.
• Perform weekly payroll and staffing assignments.
• Monitor productivity, call metrics, and operational workflows.
• Maintain provider scheduling dictionaries and referral workflows.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED