Rural Care Call Center Manager

Position Summary:

Responsible for the daily operations of the RuralCare Connect Call Center. Oversees staff scheduling, workflow management, patient access coordination, referral management, and provider communication to ensure timely and efficient patient services. Monitors call center performance metrics, staffing coverage, patient satisfaction, and provider scheduling optimization. Collaborates with clinical departments, referring physicians, outreach partners, and Information Systems to ensure operational efficiency, access to care, and exceptional customer service for rural and specialty patient populations. Supports growth initiatives, community outreach access points, and centralized scheduling functions for pulmonary and ancillary service lines.

Experience

Required: 3 to 5 years of experience in a healthcare call center, patient access, scheduling, referral management, or related healthcare operations setting.

Preferred: Supervisory or management experience in a healthcare call center environment. Experience with electronic scheduling systems, insurance verification, referral authorization processes, and provider template management preferred. Rural healthcare outreach experience preferred.

Education

Required: High School Diploma, GED, or equivalent required.

Preferred: Bachelor’s Degree in Healthcare Administration, Business Administration, or related field preferred.

License and Credentials

Preferred: Certified Healthcare Access Manager (CHAM) if applicable or equivalent certification preferred.

Skills

Required:

Strong leadership and staff management skills

Ability to perform weekly payroll and staffing assignments

Knowledge of electronic scheduling systems and call center operations

Strong organizational, communication, and customer service skills

Ability to monitor productivity, call metrics, and operational workflows

Ability to maintain provider scheduling dictionaries and referral workflows

Preferred:

General understanding of ICD-10, CPT codes, and insurance authorization requirements

Experience with EMR systems and centralized scheduling software

Knowledge of pulmonary and ancillary service operations

Hours: full-time 80 hours per pay period

This position is grant funded and aligned with a specialized program initiative. Ongoing employment is contingent upon continued program funding and organizational need.

The grant approved annual salary for this position is $88,000.