Care Scheduling Center Lead

Duly Health and Care; Downers Grove (IL); On-site; USD 79,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Tuition reimbursement

401(k) match

Volunteer time off

Parental leave

Job summary

Duly Health and Care in Downers Grove, IL is seeking a Care Support Manager to lead the Central Scheduling team in a fast-paced call center, owning queues, agent performance, and KPIs. You will supervise scheduling protocols, partner with providers and operations, and drive improvements with Transformation and Training, ensuring patient-centered service and HIPAA compliance.

Strong leadership and healthcare background required.

Qualifications

• Bachelor’s degree required; health administration or related field preferred.
• 5+ years in a call center leadership role.
• Healthcare setting experience preferred.
• Epic experience preferred.
• Five9 experience preferred.

Responsibilities

• Manage daily operations of Central Scheduling to meet patient needs.
• Monitor queues and phone system in real time.
• Coach, mentor, and develop agents; performance improvement plans.
• Collaborate with Transformation and HR for process improvements.

Skills

Call center leadership

Data-driven coaching

Performance management

Communication skills

HIPAA knowledge

Education

Bachelor’s Degree in Health Administration, Business Management, Nursing, or related field

Tools

Five9

Call center reporting tools

Job description

Duly Health and Care in Downers Grove, IL is seeking a Care Support Manager to lead the Central Scheduling team in a fast-paced call center, owning queues, agent performance, and KPIs. You will supervise scheduling protocols, partner with providers and operations, and drive improvements with Transformation and Training, ensuring patient-centered service and HIPAA compliance.

Strong leadership and healthcare background required.