Inpatient Call Center Lead & Operations Manager

Veterans in Healthcare; Gainesville (GA); On-site; USD 80,000 - 110,000; Full time

Job summary

Northeast Georgia Health System in Gainesville, GA seeks a proven leader to organize and supervise the Inpatient Call Center and Communications teams. You will motivate staff, monitor call center performance, and ensure outstanding customer service while guiding staff training and escalation handling.

You will audit admissions reports in Epic, oversee patient assignments to inpatient services, and provide 24/7 availability for staff support.

Qualifications

• Minimum five years customer service and call center leadership in medical environments.
• Experience with data collection, reporting, and compliance requirements.
• Knowledge of medical terminology and HIPAA guidelines.

Responsibilities

• Organize and supervise day-to-day operations of Inpatient Call Center and Communications teams.
• Monitor performance, analyze call volumes, and ensure service standards.
• Coach and train staff; handle escalated questions and issues.
• Audit patient admissions reports in EPIC for Inpatient Specialty Services.
• Provide 24/7 availability and support to staff and departments.
• Coordinate with Transfer Center, Transferring Facility, and Admitting Hospitalist.
• Ensure compliance with HIPAA, DNV, OSHA, and health regulations.

Skills

Customer service leadership

Call center operations

Data collection & report management

Medical terminology

HIPAA compliance

Epic systems

Staff training & coaching

Microsoft Office

Education

High School Diploma

Tools

EPIC

Microsoft Office

Job description

Northeast Georgia Health System in Gainesville, GA seeks a proven leader to organize and supervise the Inpatient Call Center and Communications teams. You will motivate staff, monitor call center performance, and ensure outstanding customer service while guiding staff training and escalation handling.

You will audit admissions reports in Epic, oversee patient assignments to inpatient services, and provide 24/7 availability for staff support.