Call Center Scheduling Manager

How You’ll Help Transform Healthcare:

Manages the day to day operations of a centralized call center serving as the gateway to Carilion Clinic with a commitment to providing the highest quality service to patients, providers, internal stakeholders and others.

• Organizes and oversees daily operations and activities for areas managed, providing leadership, direction and support for staff managed, coordinating work flow and staffing coverage.
• Ensures excellent customer service and adherence to call processing protocols through call monitoring and quality assurance scoring on recorded calls and sent messages. Reviews call documentation to ensure compliance with department standards.
• Provides regular ongoing feedback to staff regarding their performance. Regularly coaches staff to improve customer service delivery and ensure compliance with departmental standards. Initiates performance improvement plans and delivers disciplinary action, up to and including separation.
• Defines, establishes, prepares, maintains and supports processes, policies, and procedures for the department.
• Oversees the recruitment, hiring, training, and retention of call center staff.

What We Require:

Education: Bachelor’s degree or equivalent experience required. Associate’s degree with medical licensure accepted. 

Experience: Minimum of 5 years of interpreting or using quantitative reports to measure and evaluate department and individual performance. Minimum of 10 years of experience in a healthcare or call center environment.

Licensure, certification, and/or registration: Medical licensure (RN/BSN, LPN, ARRT, RRT) preferred.

Other Minimum Qualifications: Demonstrates an understanding of the revenue cycle, practice operations and the impact scheduling has upon both. Knowledgeable about call center technology, metrics, and reporting. Excellent ability to solve complex problems. Exhibits strong organization, analytical, and time management skills. Ability to use electronic medical record, preferably with experience with EPIC.

About Carilion

This is Carilion Clinic …

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.

Requisition Number: 147693 

Employment Status: Full time 

Location: Park View 

Shift: Day 

Shift Details: M-F 8a-5p/ hours may vary

Recruiter: JASON A BISHOP 

Recruiter Phone: 540-983-4039 

Recruiter Email: JABishop1@carilionclinic.org

For more information, contact the HR Service Center at 1-800-599-2537.

Equal Opportunity Employer

Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity

Carilion Clinic is a drug-free workplace.

Read Full Description