Call Center Lead

We are hiring a Call Center & New Patient Navigation Manager for our Orthopaedic Clinic client in Banning, CA. This is a leadership role responsible for both overseeing call center operations and actively participating in new patient acquisition efforts. This position combines strategic leadership with hands-on patient coordination to ensure optimal performance, team development, and patient experience. The individual will supervise staff, manage workflows, implement process improvements, and personally handle new patient scheduling and navigation duties to model excellence and maintain operational continuity during high-volume periods.

Essential Leadership Responsibilities

Team Supervision & Development

• Supervise day-to-day activities of the Call Center and New Patient Navigation team
• Manage, coach, train, and motivate direct reports to achieve high standards in patient relations and service delivery
• Provide direction and monitor staff performance and skillsets for consistency and ongoing improvement
• Handle all questions and issues raised by staff members
• Develop tools, procedures, and training materials for staff development
• Serve as a leader, role model, and technical resource for staff and peers
• Foster a culture that encourages employee contributions and professional growth

Operational Management

• Oversee daily workflow and lead the work of assigned staff
• Manage time and attendance for the department
• Maintain daily workflow of general and new patient voicemail logs
• Monitor phone system to increase efficiency and reduce call abandonment
• Prepare and analyze call center statistical reports to track performance metrics
• Ensure quantity and quality standards are met, including overtime management
• Observe calls and assist representatives with complex issues
• Identify process improvement opportunities and recommend solutions

New Patient Navigation Leadership

• Supervise and maintain new patient authorization workflows
• Conduct daily outreach and delegate new patient authorization tasks
• Identify and train eligible administrative staff to build a robust new patient navigation center
• Monitor authorization inbox, new patient inbound calls/voicemails, and inquiry emails
• Collaborate with billing team to monitor and improve new patient coordinator deficiencies
• Partner with Operations Department to ensure awareness and adherence to all scheduling protocols
• Implement and monitor proper referral patterns

Essential Operational Responsibilities

Direct Patient Coordination

• Log into RingCentral daily at shift start to manage inbound calls
• Answer inbound new patient scheduling calls promptly with professionalism and courtesy
• Provide callers with basic information (office addresses, fax numbers, hours, appointment confirmations)
• Assess caller needs and route calls to appropriate departments when necessary
• Register new patients accurately in practice EMR system
• Schedule patients into the right clinics based on location, reason for visit, and insurance packages
• Assist patients in navigating insurance requirements to prevent loss of potential patients
• Work through authorization buckets in Athena to complete patient scheduling
• Contact patients from new patient voicemail log to complete scheduling

Inbound & Outbound Call Management

• Handle inbound calls from 8:00 AM – 4:00 PM with minimal call abandonment
• At 4:00 PM, transition to outbound tasks:
• Check and respond to all voicemails
• Return patient calls
• Register new patients
• Follow up on patient inquiries
• Ensure voicemails are checked and responded to in a timely manner

Documentation & Compliance

• Accurately document call details and patient information in the system
• Follow HIPAA and company policies to protect patient confidentiality
• Escalate urgent concerns to appropriate departments following company guidelines
• Maintain compliance with all departmental policies and procedures

Equipment Operated

Standard computer, internet-based applications, phone systems (RingCentral), EMR systems (Athena)

Qualifications

Education:
High school diploma or general equivalency diploma (GED) required

Experience:

• Minimum three years of recent experience working in a medical facility or healthcare certification
• Prior supervisory or team lead experience preferred
• Experience with call center operations and patient scheduling preferred

Job Type: Full-time

Pay: $52,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person