Healthcare Call Center Manager: Patient Experience Leader

Arrowhead Orthopaedics; Redlands (CA); On-site; USD 75,000 - 110,000; Full time

Job summary

Arrowhead Orthopaedics is seeking a Call Center Manager to lead daily operations, optimize patient registration, insurance verification, and appointment scheduling, while delivering an exceptional patient experience.

The role requires strong leadership, staffing, and training capabilities, with a focus on accuracy, HIPAA compliance, and cross-department collaboration to ensure efficient workflows in a healthcare environment.

Qualifications

• High school diploma or equivalent required.
• Associates degree preferred.
• Typing speed of 40 words per minute.
• Solid knowledge of HIPAA regulations.
• Strong written and spoken communication.
• Proficient with MS Word, Excel, and Outlook.
• Detail oriented with accuracy.
• Healthcare call center environment experience preferred.

Responsibilities

• Lead, manage, and support Call Center staff, providing coverage as needed while maintaining leadership responsibilities.
• Develop, implement, and maintain training programs for new and existing staff.
• Set performance goals and conduct regular performance evaluations.
• Ensure staff adherence to policies and procedures related to patient registration, insurance verification, appointment scheduling, and customer service standards.
• Oversee and direct the patient intake process.
• Direct patient appointment scheduling to ensure accuracy based on provider templates, preferences, and locations.
• Monitor KPIs and prepare departmental performance reports.
• Manage staff schedules to ensure coverage for shifts and peak call times.
• Collaborate with clinical, billing, and administrative departments to ensure operational efficiency.

Skills

Typing 40 wpm

Telephone etiquette

Professional communication

Multitasking

Time management

Team collaboration

Attention to detail

HIPAA knowledge

Education

High school diploma or equivalent

Associate degree preferred

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Arrowhead Orthopaedics is seeking a Call Center Manager to lead daily operations, optimize patient registration, insurance verification, and appointment scheduling, while delivering an exceptional patient experience.

The role requires strong leadership, staffing, and training capabilities, with a focus on accuracy, HIPAA compliance, and cross-department collaboration to ensure efficient workflows in a healthcare environment.