Job Description – Appt Call Center Manager
Classification – FSLA Exempt - Salary
Salary Grade/Level/Range
Level of experience, longevity, within current company pay structure.
Reports to
Sr. Director, Revenue Cycle
Summary/Objective
The Appointment Call Center Manager is responsible for the overall leadership, performance, and strategic oversight of the neurology practice’s appointment call center operations. This role ensures timely and appropriate patient access, high-quality scheduling for complex neurology services, operational efficiency, and exceptional patient experience. The Manager provides leadership to Team Leads and staff, partners closely with clinic and executive leadership, and drives continuous improvement in access, quality, and performance.
Essential Functions
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Provide direct management and leadership for appointment call center Team Leads and staff.
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Establish clear expectations, performance standards, and accountability structures.
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Effectively monitor, document and report on department goals and objectives.
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Oversee daily operations to ensure adequate staffing, coverage, and service levels.
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Monitor calls in the Call Center to observe employee demeanor, technical accuracy and conformity to company policy.
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Ensure accurate scheduling for neurology visit types including consultations, follow-ups, diagnostics, injections, hospital re-checks, and telehealth.
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Address escalated staffing, patient, and operational issues.
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Foster a culture of professionalism and continuous improvement.
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Optimize provider templates and appointment utilization.
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Monitor wait times, fill rates, no-show rates, and same-day access.
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Supports schedule audits.
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Develop strategies to improve patient access and reduce barriers.
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Establish and monitor call center KPIs.
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Analyze performance trends and implement action plans.
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Ensure quality monitoring, call audits, and corrective actions.
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Lead performance improvement and disciplinary processes.
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Oversee recruitment, onboarding, and training.
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Develop staff training programs related to department processes and functions.
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Develop Team Lead(s) through coaching and mentoring.
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Promote staff engagement, retention, and succession planning.
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Oversee resolution of escalated patient complaints.
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Partner with clinical and operational teams to resolve access issues.
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Use patient feedback to drive service improvements.
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Serve as liaison between call center, providers, and leadership.
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Participate in access, growth, and patient experience initiatives.
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Communicate risks, trends, and improvement opportunities.
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Ensure compliance with HIPAA and organizational policies.
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Other duties as assigned by Senior Leadership.
Qualities and Characteristics
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Maintains a professional relationship and positive attitude with co-workers, patients, and all M.I.N.D staff.
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Strong leadership and performance management skills.
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Analytic and data-driven mindset.
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Ability to manage multiple priorities.
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Displays enthusiasm toward the work and the mission of M.I.N.D.
Qualifications
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Associate degree, preferably in healthcare administration or related field. A combination of education and experience may be considered.
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Minimum 2+ years supervisory or management experience.
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Minimum 5+ healthcare scheduling or call center experience.
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Neurology or specialty practice preferred.
Work Environment
This job operates in a medical office facility.
Physical Demands
This position requires the ability to sit for long periods of time, view computer screens for long period of time, answering calls on a multi-line phone system, writing, reading and note taking.
Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, varying hours between 8:00 a.m. to 4:30 p.m. This position is not suitable for remote work.
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Travel – minimal between satellite offices
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Employees should adhere to all approved policies, procedures, and philosophies.
