Call Center Supervisor

Mt. Washington Pediatric Hospital; Pine Valley Estates (NC); On-site; USD 60,000 - 75,000; Full time

Job summary

EmergeOrtho is a North Carolina-based orthopedic care provider seeking a Call Center Supervisor to lead Scheduling and Patient Access teams. You will drive timely, accurate service for orthopedic and pain management patients while collaborating with clinical and administrative departments.

Responsibilities include coaching, monitoring KPIs, and ensuring scheduling accuracy. The role emphasizes patient service, operational excellence, and cross-team collaboration across multiple office locations.

Qualifications

• Experience supervising scheduling and patient access teams.
• Healthcare call center or scheduling background required.
• Knowledge of EHR and scheduling protocols.
• Strong KPI analysis and team development.
• Orthopedic, pain management exposure preferred.

Responsibilities

• Supervise, coach, and support Scheduling and Care Coordinators representatives.
• Monitor call volume, service levels, productivity, quality, scheduling accuracy, and patient satisfaction.
• Oversee scheduling for new patients and follow-ups appointments.
• Ensure staff follow provider scheduling protocols and insurance requirements.
• Handle escalated patient concerns and ensure timely resolution.
• Conduct call-quality reviews, performance evaluations, and staff coaching.
• Develop and maintain scheduling workflows and training programs.
• Identify process improvements that increase efficiency, reduce scheduling errors, and improve patient access.
• Collaborate with providers, clinical staff, referral/authorization teams, and practice leadership.

Skills

Leadership

Scheduling

Patient Access

Call Center

Performance Analytics

Education

High school diploma or equivalent

Associate degree in Healthcare Administration, Business, Communications, or related field preferred

Tools

EHR systems

Scheduling software

Call center systems

Job description

• Job Category Non-Clinical
• Employee Type Full-Time
• Manage Others No

EmergeOrtho is committed to being the trusted leader in innovative, quality-focused comprehensive musculoskeletal care. With offices across North Carolina, our Call Center Supervisor oversees the Scheduling and Patient Access team, ensuring timely, accurate, and compassionate service for orthopedic and pain management patients. The Supervisor monitors team performance, scheduling accuracy, patient access, and call center operations while collaborating with clinical and administrative departments.

Requirements

Qualifications and Experience

High school diploma or equivalent required

Associate degree in Healthcare Administration, Business, Communications, or related field preferred.

2+ years of healthcare call center, medical scheduling, or patient access experience.

Previous supervisory or team‑lead experience preferred.

Orthopedic, pain management, or workers’ compensation experience preferred.

Experience with EHR, scheduling, telephone, and call center systems.

Strong leadership, communication, organizational, and problem‑solving skills.

Ability to analyze KPIs and drive team performance.

Strong commitment to patient service and operational excellence.

Responsibilities include, but are not limited to, the following:

Supervise, coach, and support Scheduling and Care Coordinators representatives .

Monitor call volume, service levels, productivity, quality, scheduling accuracy, and patient satisfaction.

Oversee scheduling for new patients and follow‑ ups appointments .

Ensure staff follow provider scheduling protocols and insurance requirements.

Handle escalated patient concerns and ensure timely resolution.

Conduct call‑quality reviews, performance evaluations, and staff coaching.

Develop and maintain scheduling workflows, and training programs.

Identify process improvements that increase efficiency, reduce scheduling errors, and improve patient access.

Collaborate with p roviders , clinical staff, referral/authorization teams, and practice leadership.

Other

Follows all applicable department and practice policies and procedures

Maintains patient confidentiality; complies with HIPAA privacy and confidentiality guidelines established by the practice

Maintains detailed knowledge of practice management and other computer software as it relates to job function

Performs other duties as required and assigned by Manager, including schedule changes and travel to office locations as assigned

Attends all regular meetings

From the mountains to the coast, EmergeOrtho is North Carolina’s premier provider, recognized for offering world‑class, comprehensive, and compassionate care serving patients with 67 locations in 28 counties. As the largest physician‑owned orthopedic practice in the state and the 2nd in the country, EmergeOrtho’s medical team includes upwards of 190 highly trained orthopedic specialists and nearly as many advanced practice providers. Our subspecialty orthopedic teams offer advanced expertise in conditions of the bones, muscles, and joints. Providing multiple locations, extensive orthopedic services including therapy, and focusing on continuity of care are among the top priorities of EmergeOrtho .

EmergeOrtho, P.A. complies with applicable civil rights laws and does not discriminatebased onrace, color, religion, national origin, age, sex, gender identity or expression, sexual orientation, pregnancy, childbirth and related conditions, including but not limited to, lactation, disability, veteran status, genetic information, or any other class protected by the state or local law.

Note: Available benefits based on hours worked per week.