Call Center Manager

Revel Staffing; Santa Cruz (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

Revel Staffing seeks a Healthcare Call Center Manager to lead admissions coordination and patient intake in a fast-paced healthcare setting. You will guide a team, monitor metrics, and ensure HIPAA compliance while delivering compassionate, professional service.

The role requires strong communication, leadership, and a patient-centric approach to improve the overall admissions experience for individuals and families.

Qualifications

• Experience in healthcare admissions, call center management, or related healthcare support.
• Proven ability to train, motivate, and support a team.
• HIPAA compliance/training credential is required.
• Strong communication, organization, and interpersonal skills.
• Ability to handle sensitive calls with professionalism and empathy.
• Commitment to confidentiality and patient privacy.

Responsibilities

• Supervise and mentor admissions coordinators and patient intake staff.
• Oversee daily call center operations ensuring timely, professional, and compassionate service.
• Manage inquiries, insurance verification, intake coordination, and scheduling.
• Monitor performance metrics, trends, and team productivity.
• Identify opportunities to improve efficiency, service quality, and patient experience.
• Collaborate with clinical, administrative, and billing teams to streamline intake and admissions.
• Develop and deliver training programs focused on compliance, communication, documentation, and patient care.
• Maintain accurate and confidential records of admissions activity, patient inquiries, and team performance.
• Prepare reports and updates for leadership regarding call volume, admissions activity, and team performance.
• Serve as the point of contact for escalated inquiries and sensitive patient or family concerns.
• Ensure issues are resolved promptly, professionally, and compassionately.
• Stay current on healthcare regulations, insurance procedures, privacy requirements, and industry best practices.
• Promote a team culture built on empathy, accountability, professionalism, and service excellence.

Skills

Healthcare admissions

Call center management

Leadership

Communication

Empathy

Team coaching

Multitasking

Documentation

Attention to detail

Privacy

Education

High school diploma or GED

HIPAA compliance training

Job description

A leading healthcare organization is seeking a compassionate and experienced Healthcare Call Center Manager to oversee patient intake, admissions coordination, and call center operations. This role is responsible for leading a team that helps individuals and families access care through a professional, efficient, and empathetic admissions experience.

The ideal candidate has experience in healthcare admissions, patient intake, or call center leadership, with strong communication skills and the ability to manage sensitive conversations with care and professionalism.

Key Responsibilities

• Supervise, coach, and mentor a team of admissions coordinators and patient intake staff
• Oversee daily call center operations to ensure timely, professional, and compassionate service
• Manage key parts of the admissions process, including inquiry handling, insurance verification, intake coordination, and scheduling
• Monitor call center performance metrics, response times, admissions trends, and team productivity
• Identify opportunities to improve efficiency, service quality, and patient experience
• Collaborate with clinical, administrative, and billing teams to streamline the intake and admissions process
• Develop and deliver training programs focused on compliance, communication, documentation, and patient care
• Maintain accurate and confidential records of admissions activity, patient inquiries, and team performance
• Prepare reports and updates for leadership regarding call volume, admissions activity, and team performance
• Serve as the point of contact for escalated inquiries, complex cases, and sensitive patient or family concerns
• Ensure issues are resolved promptly, professionally, and compassionately
• Stay current on healthcare regulations, insurance procedures, privacy requirements, and industry best practices
• Promote a team culture built on empathy, accountability, professionalism, and service excellence

Required Qualifications

• High school diploma or GED required
• Proven experience in healthcare admissions, call center management, patient intake, or a related healthcare support role
• Leadership experience with the ability to train, motivate, and support a team
• Active HIPAA compliance / training credential required
• Strong communication, organization, and interpersonal skills
• Ability to handle sensitive calls and escalated situations with professionalism and empathy
• Strong attention to detail and ability to maintain accurate documentation
• Ability to manage multiple priorities in a fast-paced healthcare environment
• Commitment to confidentiality, compliance, and patient privacy

Ideal Candidate

The ideal candidate is a compassionate, organized, and service-focused leader who understands the importance of first impressions in healthcare. This person should be comfortable managing a team, improving processes, handling escalated calls, and helping individuals and families feel supported as they take the first step toward care.