Healthcare Call Center Leader: Scheduling & Access

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

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.