Call Center Manager

JOB SUMMARY:

The Call Center Manager is responsible for the overall leadership, coordination, and performance of OrthoGeorgia's Call Center operations. This role oversees all pre-access and centralized scheduling functions, including patient intake, pre-registration, insurance verification, referrals, authorizations, and pre-service financial counseling.

The Call Center Manager ensures exceptional patient access, operational efficiency, regulatory compliance, and achievement of key performance indicators (KPIs), while fostering a high-performing, service-driven team culture aligned with OrthoGeorgia's commitment to outstanding patient experience.

EDUCATION & EXPERIENCE:

· Bachelor's degree in Business, Healthcare Administration, or a related field preferred

· High school diploma or GED required

· Minimum of 3–5 years of supervisory experience in a call center, patient access, or healthcare scheduling environment

· Prior experience in a multi-provider medical practice strongly preferred

· Orthopaedic experience is a plus

KNOWLEDGE, SKILLS & ABILITIES:

· Demonstrated ability to lead, coach, and develop a diverse workforce

· Strong knowledge of HIPAA, patient rights, and healthcare regulatory requirements

· Working knowledge of Medicare, Medicaid, and commercial insurance billing processes

· Proven ability to operate effectively in a fast-paced, high-volume environment

· Strong analytical and problem-solving skills with the ability to interpret KPIs and operational data

· Excellent verbal and written communication skills

· Strong organizational skills with the ability to prioritize, multitask, and work independently

· Professional demeanor with the ability to interact effectively with patients, physicians, and leadership

JOB RELATIONSHIPS:

· Reports directly to the Director of Registration

· Provides direct supervision to Call Center staff

· Maintains daily collaboration with physicians, clinic leadership, and administrative teams

OTHER:

Employee must be aware of and fully support OrthoGeorgia's policy on Customer Service as well as his/her commitment to Customer Service.

MAJOR JOB DUTIES:

1. Lead and manage daily Call Center operations to meet or exceed established KPIs, service levels, and productivity standards.

2. Provide hands-on leadership and oversight to Call Center staff, including staffing plans, scheduling, workload distribution, and phone coverage to ensure optimal patient access.

3. Monitor performance metrics, identify trends and key service drivers, and implement corrective action plans when performance goals are not met.

4. Develop, implement, and refine Call Center systems, workflows, and operational processes to improve efficiency, quality, and patient satisfaction.

5. Ensure all patient inquiries are handled accurately, professionally, and in a timely manner, consistently delivering an exceptional patient experience.

6. Identify opportunities for continuous improvement while managing operational costs and resource utilization.

7. Develop, maintain, and enforce policies and procedures that ensure consistency, compliance, and high-quality service delivery.

8. Interviews, hires, and retains staff members consistent with the practice standards.

9. Train, coach, and develop team members through ongoing feedback, documented coaching, and formal performance evaluations.

10. Ensure accurate timekeeping and payroll compliance in accordance with organizational policies.

11. Foster a positive, collaborative team environment that promotes accountability, engagement, and professional growth.

12. Serve as an accessible and visible leader to staff, providing daily support, guidance, and problem resolution.

13. Works collaboratively with other departments to ensure appropriate access for our patients and physicians.

14. Act as a liaison between scheduling, front office, and clinical teams to improve communication and workflow alignment.

15. Ensure patient confidentiality and compliance with all regulatory, accrediting, and privacy requirements.

16. Stay current on changes in insurance plans, authorization requirements, and payer rules, translating updates into staff training and operational practice.

17. Maintains knowledge of changing insurance plans and requirements, translating those changes to training and operations of the team.

18. Partner with practice leadership to evaluate and maintain phone systems, technology, and infrastructure required to support Call Center operations.

19. Works with the practice administrator to ensure phone systems are adequate and functioning properly to meet the needs of the practice.

20. Other responsibilities as assigned.

Job Type: Full-time

Pay: $ $28.81 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Call Center: 3 years (Required)

Work Location: In person