Job Summary:
We are seeking a highly organized and experienced Call Center Manager to lead our call center team responsible for scheduling diagnostic imaging procedures such as MRI, CT, X-ray, ultrasound, and mammography. This role ensures timely, accurate, and patient-focused scheduling while maintaining compliance with healthcare regulations and coordination with clinical departments. Your leadership will help streamline access to imaging services and improve patient care delivery.
Key Responsibilities:
· Manage daily call center operations focused on scheduling imaging appointments across multiple facilities and modalities. · Ensure agents accurately gather patient information, verify orders, and schedule appointments per radiology protocols and insurance requirements. · Monitor call center metrics including service levels, call volumes, hold times, and first-call resolution. · Collaborate with radiology departments, technologists, and referring provider offices to ensure scheduling accuracy and efficiency. · Maintain up-to-date knowledge of imaging guidelines, prep instructions, contraindications, and modality-specific requirements. · Hire, train, mentor, and evaluate a team of scheduling agents, fostering a patient-first culture and high team performance. · Ensure all scheduling practices comply with HIPAA and other healthcare privacy regulations. · Review and analyze scheduling data to identify trends, bottlenecks, and areas for improvement. · Handle escalated scheduling issues or urgent/immediate imaging requests with professionalism and accuracy. · Manage communication and coordination with prior authorization, insurance verification, and clinical documentation teams.
Qualifications:
· Associate or Bachelor's degree in Healthcare Administration, Business, or related field (preferred). · 3+ years of management experience in a healthcare scheduling or radiology call center environment. · In-depth understanding of imaging modalities (CT, MRI, Ultrasound, Mammography, etc.) and their scheduling requirements. · Proficiency in EHR and Radiology Information Systems (RIS) such as Exa, Magview, or similar. · Excellent communication, problem-solving, and leadership skills. · Knowledge of insurance and authorization processes for diagnostic imaging.
Preferred Skills:
· Experience with centralized scheduling and call routing systems. · Familiarity with HL7, PACS integration, and imaging workflow software. · Bilingual capabilities (Spanish, etc.) a plus. · Knowledge of accreditation and compliance standards (e.g., ACR, The Joint Commission).