Call Center and Secretarial Team Supervisor

Essential Duties & Responsibilities

Call Center Operations

Supervise the daily operations of a high-volume orthopedic call center handling incoming and outgoing patient calls.
Ensure timely and accurate appointment scheduling for multiple orthopedic subspecialties and locations.
Monitor call queues, hold times, abandoned calls, and scheduling accuracy to maintain service standards.
Oversee patient communications regarding appointments, referrals, insurance authorizations, prescription requests, and provider messages.
Assist staff with escalated patient concerns and complex scheduling issues.
Ensure compliance with HIPAA, practice policies, and customer service standards.

Secretarial & Administrative Team Oversight

Supervise secretarial and administrative support staff assigned to physicians and clinical departments.
Ensure timely processing of provider correspondence, disability/FMLA forms, surgery paperwork, referrals, medical records requests, and patient documentation.
Coordinate administrative workflows between providers, medical assistants, front desk staff, billing, and ancillary departments.
Monitor completion and accuracy of clerical tasks and ensure adherence to departmental turnaround times.
Assist with development and standardization of administrative procedures and workflows.

Staff Leadership & Development

Provide day-to-day supervision, coaching, and support to call center representatives and secretarial staff.
Participate in hiring, onboarding, training, and performance evaluations.
Create and maintain staffing schedules to ensure adequate departmental coverage.
Conduct quality monitoring and provide feedback to improve productivity, professionalism, and patient service.
Promote teamwork, accountability, and a patient-centered culture.

Patient Service & Communication

Ensure patients receive courteous, professional, and compassionate service.
Resolve patient complaints or concerns in a timely and professional manner.
Serve as a liaison between patients, providers, clinical staff, and administrative departments to facilitate communication and workflow efficiency.

Reporting & Process Improvement

Track departmental metrics including call volume, scheduling accuracy, turnaround times, and productivity.
Identify workflow inefficiencies and implement operational improvements.
Assist leadership with departmental reporting, staffing analysis, and performance improvement initiatives.
Support implementation of new systems, scheduling protocols, and operational procedures.

Qualifications

Required

High school diploma or equivalent required; associate or bachelor’s degree preferred.
Minimum 3–5 years of healthcare administrative experience in a medical practice or healthcare call center.
Prior supervisory or team lead experience required.
Experience with high-volume medical scheduling and physician support functions.
Knowledge of medical terminology, insurance processes, referrals, and HIPAA compliance.
Proficiency with EMR/EHR systems and Microsoft Office applications.
Strong leadership, communication, organizational, and conflict-resolution skills.

Preferred

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