Manager, Central Scheduling Operations

As a Catholic mission-based healthcare organization, we are dedicated to providing compassionate, patient-centered care that honors the dignity of every individual while advancing the healing ministry of Jesus Christ. The Manager, Centralized Call Center - Centralized Registration Services is responsible for the operational leadership, performance management, and strategic oversight of the Centralized Call Center.

This position ensures exceptional customer service, timely patient scheduling, registration accuracy, and efficient call center operations across the health system. The Manager oversees call center staff, monitors key performance indicators, develops staff competencies, and implements process improvements that support patient access, operational excellence, and revenue cycle integrity.

The Manager serves as a key liaison between Patient Access, Clinical Operations, Revenue Cycle, and Information Technology teams to ensure patients receive accurate information, timely scheduling, and a seamless experience when accessing care.

Work requires the knowledge of theories, principles, and concepts normally acquired through completion of a Bachelor's degree in Healthcare Administration, Health Care Management, Business Administration, Communications, or a related field required. Master's Degree preferred. Minimum of three (3) to five (5) years of progressively responsible leadership experience in a healthcare call center, patient access, centralized scheduling, revenue cycle, or related healthcare operations environment. Experience managing staff, operational performance metrics, and customer service initiatives required. Experience with scheduling systems, patient access workflows, and healthcare revenue cycle operations strongly preferred. Comprehensive knowledge of centralized scheduling, patient access, call center operations, and revenue cycle processes. Strong leadership, coaching, and employee development skills. Advanced analytical and problem-solving abilities. Strong understanding of healthcare technology platforms and reporting tools. Ability to analyze operational data and implement performance improvement strategies. Excellent verbal, written, and interpersonal communication skills. Exceptional customer service and conflict-resolution skills. Advanced computer proficiency and experience with healthcare information systems. Ability to manage multiple priorities in a fast-paced healthcare environment.

St. Joseph's Health is recognized for the expertise and compassion of its highly skilled and responsive staff. The combined efforts of the organization's outstanding physicians, superb nurses, and dedicated clinical and professional staff have made us one of the most highly respected healthcare organizations in the state, the largest employer in Passaic County, and one of the nation's "100 Best Places to Work in Health Care".