Call Center Manager

Rezolut; West Covina (CA); On-site; USD 52,000 - 73,000; Full time

Job summary

Rezolut is seeking a Call Center Manager in West Covina, CA to lead the imaging scheduling team across MRI, CT, X-ray, ultrasound and mammography. You will drive performance, ensure HIPAA compliance, and coordinate with radiology and clinical staff to deliver timely patient appointments.

The ideal candidate has 3+ years of healthcare scheduling or radiology call center leadership, a related degree, and strong coaching and communication skills to foster a patient-first culture and efficient

Qualifications

• Experience leading healthcare scheduling or radiology call centers.
• Strong knowledge of HIPAA and privacy requirements.
• Excellent communication and people leadership skills.

Responsibilities

• Lead daily call center operations for imaging scheduling across multiple facilities.
• Ensure accurate patient info, order verification, and modality-specific scheduling.
• Monitor service levels, call volumes, hold times, and first-call resolution.
• Collaborate with radiology, technologists, and providers to ensure efficiency.
• Maintain up-to-date imaging guidelines and prep instructions.
• Hire, train, and mentor scheduling agents to sustain patient-first culture.
• Ensure compliance with HIPAA and privacy regulations.
• Analyze scheduling data to identify bottlenecks and improvements.
• Handle escalated scheduling issues and urgent imaging requests.
• Coordinate with prior authorization, insurance verification, and clinical teams.

Skills

Healthcare scheduling leadership

Staff coaching

HIPAA compliance

Patient-focused service

Analytical thinking

Education

Associate or Bachelor's degree in Healthcare Administration, Business, or related field

Tools

Exa

MagView

EHR systems

RIS

HL7

PACS

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Manager

Full-time West Covina, CA, US

Salary Range: $25.00 To $35.00 Hourly

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