Call Center Manager

Job Description

Job Description

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 :

Preferred Skills :