Healthcare Call Center Manager

The Urology Group; Cincinnati, Northern (OH, KY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life Insurance

Pet Insurance

Health savings account

Paid sick time

Paid time off

Paid holidays

Profit sharing

Retirement plan

Job summary

The Urology Group in Cincinnati, OH is seeking a Call Center Manager to lead patient communications and scheduling operations. You will plan, organize, and direct call center activities, manage budgets, hire and train staff, and drive performance and patient satisfaction.

Responsibilities include overseeing scheduling by phone and email, staffing, reporting, ensuring HIPAA compliance, and collaborating with clinics to support operations while maintaining no weekend or evening shifts.

Qualifications

• Associates degree required; Bachelor's preferred.
• Must have prior call center supervisory experience.
• Healthcare experience in a medical group practice is strongly preferred.
• LPN/RN license and certification as required by state preferred.

Responsibilities

• Oversees patient scheduling and appointment management by phone, email, and referrals.
• Manages daily operations of the call center team of patient advocates.
• Monitors staffing and scheduling to align with workload.
• Maintains cross-department collaboration to support clinic operations.
• Generates quality assurance and productivity reports and presents metrics.
• Ensures HIPAA compliance and maintains patient confidentiality.

Skills

Excellent communication

Organizational skills

Customer-focused service

Analytical thinking

Healthcare EMR experience

HIPAA compliance

Independent work ethic

Education

Associates degree

Bachelor's degree preferred

Tools

EMR software

MS Office

Job description

The Urology Group in Cincinnati, OH is seeking a Call Center Manager to lead patient communications and scheduling operations. You will plan, organize, and direct call center activities, manage budgets, hire and train staff, and drive performance and patient satisfaction.

Responsibilities include overseeing scheduling by phone and email, staffing, reporting, ensuring HIPAA compliance, and collaborating with clinics to support operations while maintaining no weekend or evening shifts.