Call Center Manager

A leading healthcare organization is seeking a compassionate and experienced Healthcare Call Center Manager to oversee patient intake admissions coordination and call center operations. This role is responsible for leading a team that helps individuals and families access care through a professional efficient and empathetic admissions experience.

The ideal candidate has experience in healthcare admissions patient intake or call center leadership with strong communication skills and the ability to manage sensitive conversations with care and professionalism.

• Supervise coach and mentor a team of admissions coordinators and patient intake staff
• Oversee daily call center operations to ensure timely professional and compassionate service
• Manage key parts of the admissions process including inquiry handling insurance verification intake coordination and scheduling
• Monitor call center performance metrics response times admissions trends and team productivity
• Identify opportunities to improve efficiency service quality and patient experience
• Collaborate with clinical administrative and billing teams to streamline the intake and admissions process
• Develop and deliver training programs focused on compliance communication documentation and patient care
• Maintain accurate and confidential records of admissions activity patient inquiries and team performance
• Prepare reports and updates for leadership regarding call volume admissions activity and team performance
• Serve as the point of contact for escalated inquiries complex cases and sensitive patient or family concerns
• Ensure issues are resolved promptly professionally and compassionately
• Stay current on healthcare regulations insurance procedures privacy requirements and industry best practices
• Promote a team culture built on empathy accountability professionalism and service excellence

• High school diploma or GED required
• Proven experience in healthcare admissions call center management patient intake or a related healthcare support role
• Leadership experience with the ability to train motivate and support a team
• Active HIPAA compliance / training credential required
• Strong communication organization and interpersonal skills
• Ability to handle sensitive calls and escalated situations with professionalism and empathy
• Strong attention to detail and ability to maintain accurate documentation
• Ability to manage multiple priorities in a fast-paced healthcare environment
• Commitment to confidentiality compliance and patient privacy

• Post-secondary education in healthcare administration business psychology social services or a related field
• Experience in addiction treatment behavioral health mental health or recovery services
• Experience with insurance verification admissions coordination or patient scheduling
• Familiarity with healthcare call center software CRM systems EHR/EMR platforms or intake management systems
• Experience tracking call center metrics admissions trends and team performance reports

The ideal candidate is a compassionate organized and service-focused leader who understands the importance of first impressions in healthcare. This person should be comfortable managing a team improving processes handling escalated calls and helping individuals and families feel supported as they take the first step toward care.