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:
· 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).
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