Call Center Manager

Job Summary:

We are seeking a highly organized and experienced Call Center Manager to lead our call center team responsible for scheduling diagnostic imaging procedures such as MRI, CT, X-ray, ultrasound, and mammography. This role ensures timely, accurate, and patient-focused scheduling while maintaining compliance with healthcare regulations and coordination with clinical departments. Your leadership will help streamline access to imaging services and improve patient care delivery.

Key Responsibilities:

· Manage daily call center operations focused on scheduling imaging appointments across multiple facilities and modalities.

· Ensure agents accurately gather patient information, verify orders, and schedule appointments per radiology protocols and insurance requirements.

· Monitor call center metrics including service levels, call volumes, hold times, and first-call resolution.

· Collaborate with radiology departments, technologists, and referring provider offices to ensure scheduling accuracy and efficiency.

· Maintain up-to-date knowledge of imaging guidelines, prep instructions, contraindications, and modality-specific requirements.

· Hire, train, mentor, and evaluate a team of scheduling agents, fostering a patient-first culture and high team performance.

· Ensure all scheduling practices comply with HIPAA and other healthcare privacy regulations.

· Review and analyze scheduling data to identify trends, bottlenecks, and areas for improvement.

· Handle escalated scheduling issues or urgent/immediate imaging requests with professionalism and accuracy.

· Manage communication and coordination with prior authorization, insurance verification, and clinical documentation teams.

Qualifications:

· Associate or Bachelor's degree in Healthcare Administration, Business, or related field (preferred).

· 3+ years of management experience in a healthcare scheduling or radiology call center environment.

· In-depth understanding of imaging modalities (CT, MRI, Ultrasound, Mammography, etc.) and their scheduling requirements.

· Proficiency in EHR and Radiology Information Systems (RIS) such as Exa, Magview, or similar.

· Excellent communication, problem-solving, and leadership skills.

· Knowledge of insurance and authorization processes for diagnostic imaging.

Preferred Skills:

· Experience with centralized scheduling and call routing systems.

· Familiarity with HL7, PACS integration, and imaging workflow software.

· Bilingual capabilities (Spanish, etc.) a plus.

· Knowledge of accreditation and compliance standards (e.g., ACR, The Joint Commission).