About the position The RC Call Center Manager directs and coordinates all daily functions in the central scheduling call center for all service areas within VCU Medical Center. The position is responsible for all aspects of daily operations and supervising the activities of centralized scheduling to ensure the effective screening of patients to include complete registrations, insurance verification and scheduling of patient services that provides quality patient care for assigned area of responsibility. The RC Call Center Manager participates and develops policies and procedures in coordination with Revenue Cycle and Ambulatory leaders to ensure the highest quality services are provided consistently to all customers.

Responsibilities

• To direct and manage daily operations for VCUHS central scheduling call center, to include registration, insurance verification, and scheduling of patient appointments through inbound and outbound calls.
• Responsible for hiring, supervising, and executing any personnel actions required to ensure qualified personnel are performing required duties.
• Manage operations within budget and give input in budget development.
• Keep departmental staff abreast of priorities, activities, and communications of department and how they relate to the Hospital and Ambulatory clinics.
• Implement, enhance and monitor ongoing initiatives designed to reduce and maintain registration, insurance, and scheduling errors.
• Review and revise policies, procedures and work patterns within the department to assure effective work measures and meet departmental metrics.

Requirements

• Minimum of five (5) years of supervisory/management experience
• Minimum of five (5) years of experience in customer service, hospital patient accounting, physician office, healthcare registration and/or clerical/administrative position
• Bachelor’s Degree in accounting, Finance, Business Administration, Healthcare Administration or closely related field.
• Excellent written and verbal communication and interpersonal skills
• Time management and organizational skills
• Ability to make quality, independent decisions
• Ability to work effectively and efficiently under tight deadlines, high volumes, and multiple interruptions
• Ability to maintain the strictest levels of confidentiality
• Competency in the use of a variety of computer hardware and software systems
• Responsible for supervision of 80+ staff

Nice-to-haves

• Seven (7) years application experience with progressively more responsible supervisory or management experience
• Call center management experience preferred