EmergeOrtho is committed to being the trusted leader in innovative, quality-focused comprehensive musculoskeletal care. With offices across North Carolina, our Call Center Supervisor oversees the Scheduling and Patient Access team, ensuring timely, accurate, and compassionate service for orthopedic and pain management patients. The Supervisor monitors team performance, scheduling accuracy, patient access, and call center operations while collaborating with clinical and administrative departments. Qualifications and Experience High school diploma or equivalent required Associate degree in Healthcare Administration, Business, Communications, or related field preferred. 2+ years of healthcare call center, medical scheduling, or patient access experience. Previous supervisory or team-lead experience preferred. Orthopedic, pain management, or workers' compensation experience preferred. Experience with EHR, scheduling, telephone, and call center systems. Strong leadership, communication, organizational, and problem-solving skills. Ability to analyze KPIs and drive team performance. Strong commitment to patient service and operational excellence. Responsibilities include, but are not limited to, the following: Supervise, coach, and support Scheduling and Care Coordinators representatives. Monitor call volume, service levels, productivity, quality, scheduling accuracy, and patient satisfaction. Oversee scheduling for new patients and follow-ups appointments. Ensure staff follow provider scheduling protocols and insurance requirements. Handle escalated patient concerns and ensure timely resolution. Conduct call-quality reviews, performance evaluations, and staff coaching. Develop and maintain scheduling workflows, and training programs. Identify process improvements that increase efficiency, reduce scheduling errors, and improve patient access. Collaborate with providers, clinical staff, referral/authorization teams, and practice leadership. Other Follows all applicable department and practice policies and procedures Maintains patient confidentiality; complies with HIPAA privacy and confidentiality guidelines established by the practice Maintains detailed knowledge of practice management and other computer software as it relates to job function Performs other duties as required and assigned by Manager, including schedule changes and travel to office locations as assigned Attends all regular meetings From the mountains to the coast, EmergeOrtho is North Carolina's premier provider, recognized for offering world-class, comprehensive, and compassionate care serving patients with 67 locations in 28 counties. As the largest physician-owned orthopedic practice in the state and the 2nd in the country, EmergeOrtho's medical team includes upwards of 190 highly trained orthopedic specialists and nearly as many advanced practice providers. Our subspecialty orthopedic teams offer advanced expertise in conditions of the bones, muscles, and joints. Providing multiple locations, extensive orthopedic services including therapy, and focusing on continuity of care are among the top priorities of EmergeOrtho.

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//emergeortho.com/careers/ for additional information or to apply directly. EmergeOrtho, P.A. complies with applicable civil rights laws and does not discriminate based on race, color, religion, national origin, age, sex, gender identity or expression, sexual orientation, pregnancy, childbirth and related conditions, including but not limited to, lactation, disability, veteran status, genetic information, or any other class protected by the state or local law. We are committed to the core values of Quality, Innovation, Compassion, Community, Education, Integrity, Teamwork, Diversity, and Inclusion.

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Benefits:

401(k) Retirement plan Health Insurance Dental Insurance Vision Insurance Flexible spending account Health savings account Paid time off Holiday Pay Employee Assistance Program Life Insurance Short Term Disability Long Term Disability Pet Insurance Milestone Bonus Program For more information: https://emergeortho.com/jobs-in-healthcare/our-benefits/

Note:

Available benefits based on hours worked per week.