Call Center Manager

Morton Grove, United States | Posted on 12/11/2025

A leading healthcare organization is seeking a compassionate and experienced Call Center Manager to oversee the operation. This position plays a key role in helping individuals and families access life-changing care by ensuring a professional, efficient, and empathetic experience.

• Supervise and mentor a team of admissions coordinators, health surveys, ensuring high-quality service and adherence to company policies.
• Manage all aspects of the admissions process, including inquiry handling, insurance verification, and scheduling.
• Monitor team performance metrics and admissions trends to improve efficiency and responsiveness.
• Collaborate with clinical, administrative, and billing departments to streamline the process.
• Develop and deliver training programs to enhance staff knowledge of compliance, communication, and patient care.
• Maintain accurate and confidential records of all admissions activities and prepare performance reports for leadership.
• Serve as the point of contact for escalated inquiries and complex cases, ensuring issues are resolved promptly and compassionately.
• Stay current on healthcare regulations, insurance procedures, and industry best practices related to addiction recovery admissions.
• Promote a culture of empathy, accountability, and excellence across the admissions team.

• High School Diploma or GED required; post-secondary education in healthcare administration or related field preferred.
• Proven experience in healthcare admissions, call center management, or patient intake coordination required.
• Strong leadership skills with the ability to inspire, train, and motivate a team.
• Excellent communication, organizational, and interpersonal skills.
• Compassionate and empathetic attitude toward individuals seeking addiction treatment.
• Medi Clear Certification (or equivalent) required.