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.

Key Responsibilities

• 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

Required Qualifications

• 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

Preferred Qualifications

• 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

Ideal Candidate

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.