Care Scheduling Manager: Lead Patient Access & Excellence

Midwest Physicians Administrative Services, LLC dba Duly Health and Care; Highland Oaks (GA); On-site; USD 79,000 - 90,000; Full time

Benefits offered by this job

Tuition reimbursement

401k match

Volunteer time off

Parental leave

Life and disability insurance

Healthcare benefits

Mental health support

Job summary

Duly Health and Care is seeking a Care Support Manager to lead the Central Scheduling team in a fast-paced call center. You will own queues, agent performance, and department KPIs, guiding coaching and development to enhance patient access and satisfaction.

You will collaborate with Operations, Transformation, Training, and Quality teams to implement staffing, workflows, and compliance measures. A Bachelor’s degree and 5+ years in leadership are required, with Epic and Five9 experience preferred.

Qualifications

• Bachelor’s Degree in Health Administration, Business Management, Nursing or related field preferred.
• 5+ years in a call center leadership role (required).
• Preferred 5+ years in a healthcare setting.
• Epic experience.
• Five9 experience.

Responsibilities

• Manage daily operations of Central Scheduling department to ensure patient needs are met and meet service standards.
• Monitor queues and phone system performance in real time; own performance gaps and coaching.
• Provide direct coaching, mentoring, and development for all agents.
• Conduct regular call monitoring, quality audits, and calibration with Training/Quality teams.
• Ensure onboarding, training, and certification for new agents, including nesting period.
• Evaluate processes and workflows; own outcomes from design to implementation.
• Partner with Operations and Transformation to test scheduling protocols and improve data capture.
• Own KPI ownership for queue and department performance; adjust staffing with Workforce Management.

Skills

Communication skills

Call center systems

Phone system reporting

Interpersonal skills

Independent and team work

Cross-level collaboration

HIPAA compliance

Quality monitoring tools

Employee engagement

Education

Bachelor’s degree (health admin/management/nursing)

Tools

Epic

Five9

Job description

Duly Health and Care is seeking a Care Support Manager to lead the Central Scheduling team in a fast-paced call center. You will own queues, agent performance, and department KPIs, guiding coaching and development to enhance patient access and satisfaction.

You will collaborate with Operations, Transformation, Training, and Quality teams to implement staffing, workflows, and compliance measures. A Bachelor’s degree and 5+ years in leadership are required, with Epic and Five9 experience preferred.