Call Center Manager

A leading healthcare organization is seeking a compassionate and experienced Call Center Manager to oversee the operation. This position plays a key role in helping individuals and families access life-changing care by ensuring a professional, efficient, and empathetic experience.

Key Responsibilities :

Supervise and mentor a team of admissions coordinators, health surveys, ensuring high-quality service and adherence to company policies.

Manage all aspects of the admissions process, including inquiry handling, insurance verification, and scheduling.

Monitor team performance metrics and admissions trends to improve efficiency and responsiveness.

Collaborate with clinical, administrative, and billing departments to streamline the process.

Develop and deliver training programs to enhance staff knowledge of compliance, communication, and patient care.

Maintain accurate and confidential records of all admissions activities and prepare performance reports for leadership.

Serve as the point of contact for escalated inquiries and complex cases, ensuring issues are resolved promptly and compassionately.

Stay current on healthcare regulations, insurance procedures, and industry best practices related to addiction recovery admissions.

Promote a culture of empathy, accountability, and excellence across the admissions team.

Qualifications :

High School Diploma or GED required; post-secondary education in healthcare administration or related field preferred.

Proven experience in healthcare admissions, call center management, or patient intake coordination required.

Strong leadership skills with the ability to inspire, train, and motivate a team.

Excellent communication, organizational, and interpersonal skills.

Compassionate and empathetic attitude toward individuals seeking addiction treatment.

MediClear Certification (or equivalent) required.