Call Center Manager (13546)

Cullman Regional Medical Center, Inc.; Cullman (AL); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Cullman Regional Medical Center in Cullman, AL seeks an organized Scheduling/Call Center Specialist to Independently create and schedule appointments in the EMR and guide patients on copayments, referrals, and deposits. You will respond to diverse inquiries, support leadership, and help maintain smooth clinic operations.

The role emphasizes excellent customer service, accurate data handling, and collaboration with providers and staff to ensure a positive patient experience.

Qualifications

• High school diploma or equivalent required.
• BA/BS in management, communications, or clinical field preferred.
• Experience in customer service in call center or related setting preferred.

Responsibilities

• Independently create and schedule appointments within the electronic medical record.
• Gather patient demographic and provider information; advise on copays, referrals, and pre-service deposits.
• Respond to and interact with patients, physicians, staff and family members.
• Provide exceptional service; navigate multiple systems and communicate with patients and professionals.
• Manage call center operations and direct team members.
• Prepare daily and monthly reports and present data to leadership.
• Monitor budgets and drive adherence to benchmarks and regulations.

Skills

Excellent customer service

Typing

Insurance terminology

Education

High school diploma or equivalent

BA/BS in management or communications or clinical field

Job description

Job Location

Cullman Regional Medical Center - Cullman, AL 35056

Position Type

Full Time

Job Shift

Day

Job Category

Health Care

Job Summary

• Independently create and schedule appointments within the electronic medical record.
• Gather patient-specific demographic and provider information; properly advise patients regarding the need for copayments, referral authorizations, and/or pre-service deposits.
• Respond to and interact with a variety of individuals including patients, customers, referring physicians, Allied Health staff and family members.
• Provide exceptional service; navigate multiple systems simultaneously and communicate with patients and healthcare professionals.
• Work with several complex scheduling workflows, while managing telephone calls, online requests, and/or fax requests.
• Manage Call Center operations and provide direction for team members.
• Work with HR and leadership to recruit, hire, and terminate personnel as appropriate.
• Prepare daily and monthly reports, review and analyze data, and present information to leadership.
• Meet established budget/benchmarks for expenses and volumes, etc.
• Maintain current knowledge on laws and regulations governing clinic business.
• Address and resolve escalated patient and customer/practice concerns.
• Monitor and adjust queues, workflows, and agent assignments to help improve the patient experience.
• Demonstrate and encourage team behavior and exceptional patient/guest experiences.
• Uphold and promote patient safety and quality.

Education

High school diploma or equivalent required. BA/BS in management, communications, or a clinical related field preferred.

Experience

Customer service experience in call center, physician's office, retail/service industry or associate's degree preferred.

Additional Skills/Abilities

• Excellent customer service skills required.
• Strong typing/computer skills required.
• Basic understanding of insurance terminology required.