Inpatient Call Center Operations Lead

Northeast Georgia Health System; Gainesville (FL); On-site; USD 70,000 - 100,000; Full time

Job summary

Northeast Georgia Health System is seeking an experienced Inpatient Call Center and Communications Supervisor to organize day‑to‑day operations, coach staff, and ensure exceptional patient service. You will oversee admissions workflows in EPIC, monitor call volumes and quality, and handle escalations around the clock.

Lead training, auditing, and staffing plans; collaborate with hospital teams; ensure HIPAA compliance and effective use of PBX, dialer, paging, and messaging tools.

Qualifications

• Minimum five years in medical customer service, call center, or dispatch with data collection and report management.
• Five years of leadership experience required.
• Knowledge of medical terminology.
• Two years of college or business school preferred.

Responsibilities

• Represent mission and lead adherence to guidelines, policies, and procedures.
• Ensure Call Center compliance with HIPAA, DNV, OSHA and health regulations.
• Oversee communications center operations and PBX functions.
• Monitor and improve call center performance with KPIs.
• Provide feedback for staff performance reviews and development.
• Coordinate escalation and conflict resolution with leadership.
• Assist with scheduling, payroll, and staff career development.
• Provide availability and support 24/7 as needed.

Skills

Leadership

Customer service

Data collection

Report management

Problem solving

Verbal communication

Written communication

HIPAA knowledge

Staff coaching

Staff supervision

Education

High School Diploma

Two years of college

Tools

EPIC

Microsoft Office

PBX systems

Job description

Northeast Georgia Health System is seeking an experienced Inpatient Call Center and Communications Supervisor to organize day‑to‑day operations, coach staff, and ensure exceptional patient service. You will oversee admissions workflows in EPIC, monitor call volumes and quality, and handle escalations around the clock.

Lead training, auditing, and staffing plans; collaborate with hospital teams; ensure HIPAA compliance and effective use of PBX, dialer, paging, and messaging tools.