Shared Services Manager
About The Position
Skagit Radiology Inc., P.S. is dedicated to providing patients and physicians with advanced, sub-specialized expertise and the highest levels of excellence in radiological services. Our staff incorporates the latest technology in medical imaging and image-guided therapy into cost-effective clinical practice. We actively maintain a leadership role in providing these services to the medical community and collaborate with other health care providers to continuously improve patient care. Our shared values include mutual respect, teamwork, superior service, professionalism and confidentiality. We are seeking a dynamic and highly effective Shared Services Manager to lead our call center and authorization teams. This on-site role is responsible for overseeing daily operations, including direct management of the Call Center Lead and Authorization team, ensuring high-quality service delivery and exceptional patient experience. The ideal candidate is a strong communicator and people leader who can navigate escalated patient concerns with empathy and professionalism, while also driving operational excellence through data analysis, performance management, and continuous process improvement.
Requirements
- Bachelor’s degree required
- Minimum of 5 years of progressive leadership experience in a healthcare setting, including oversight of call center or shared services functions
- Demonstrated success managing high-performing teams in a fast-paced, service-oriented environment
- Strong interpersonal, communication, and conflict resolution skills
- Experience handling escalated patient interactions with professionalism and empathy
- Proven ability to analyze data, interpret performance metrics, and implement process improvements
- Must be able to work on-site
Nice To Haves
- Experience with EPIC or similar electronic health record (EHR) systems strongly preferred
Responsibilities
- Provide day-to-day leadership and oversight of the call center and authorization teams, including direct supervision of the Call Center Lead, Call Center Representatives, and Referral Authorization Specialists
- Serve as the escalation point for complex patient concerns related to care coordination, resolving issues with empathy and a focus on patient satisfaction
- Monitor and evaluate team performance using key metrics (e.g., call volume, response times, quality scores, authorization turnaround times)
- Analyze call center and authorization data to identify trends, gaps, and opportunities for process improvement
- Develop and implement strategies to improve operational efficiency, service quality, and patient experience
- Ensure appropriate staffing levels and scheduling to meet service demands
- Lead, coach, and develop team members, fostering a culture of accountability, collaboration, and continuous improvement
- Oversee onboarding and ongoing training programs to ensure team competency and consistency in service delivery
- Partner cross-functionally with clinical, administrative, and leadership teams to align workflows and improve care coordination
- Maintain compliance with organizational policies, regulatory requirements, and quality standards
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
