Shared Services Manager
About The Position
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
Manager
Number of Employees
11-50 employees
