You are applying for a position through Medix, a staffing agency. The actual posting represents a position at one of our clients.

Job Summary

Our client is seeking a Healthcare Call Center Representative to lead a team in a high-volume healthcare call center environment. The primary responsibilities include overseeing the operations of patient service representatives and referral coordinators, optimizing physician schedules, and managing call center metrics. You will collaborate closely with healthcare professionals and maintain accountability for team performance.

Key Responsibilities

• Departmental Leadership: Manage and evaluate a team of approximately 22 patient service representatives and referral coordinators, primarily working remotely.
• Provider Schedule Management: Oversee, adjust, and optimize master schedules for over 38 physicians.
• Call & Data Operations: Monitor key metrics, queue times, answer rates, and abandoned calls; manage team metrics to ensure optimal performance.
• Talent Management: Partner with HR on hiring, performance management, and team development.
• High-Volume Oversight: Drive performance across outbound referral outreach, inbound scheduling, and schedule adjustments due to provider availability changes.

Qualifications

• Minimum 3+ years of leadership experience in a healthcare call center/service center environment.
• Solid understanding of medical scheduling workflows, clinic operations, and patient access protocols.
• Proven success tracking KPIs, call queues, and performance analytics to improve operations.
• Exceptional communication and interpersonal skills with confidence to collaborate with physicians and executive leadership.

Preferred Skills

• Experience with EHR & Medical Systems.
• Background in operational scheduling within Orthopedics or high-volume surgical/specialty practice.
• Experience managing hybrid or remote workforces.
• Familiarity with phone queue management, ACD tools, and reporting dashboards.
• Strong conflict resolution and resilience skills.
• Ability to identify bottlenecks in workflows and optimize processes for efficiency.

Benefits

• Paid Sick Leave (Medix provides paid sick leave according to state and local sick leave ordinances).
• Health Benefits / Dental / Vision (Medix offers 6 different health plans: 3 Major Medical Plans, 2 Fixed Indemnity Plans (Standard and Preferred), and 1 Minimum Essential Coverage (MEC) Plan. Eligibility for health benefits is based on verifying that an average of 30 hours per week during the first 4 weeks of the work assignment has been met. If you meet eligibility requirements and take action to enroll, you will be covered no earlier than 60 days into your assignment, depending on plan selection(s)).
• 401k (Eligible on the first 401k open enrollment date following 6 consecutive months on assignment. 401k Open Enrollment dates are 1/1, 4/1, 7/1, and 10/1).
• Short Term Disability Insurance.
• Term Life Insurance Plan.

^*We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).

Medix Overview:

With over 20 years of experience connecting organizations with highly qualified professionals, Medix is a leading provider of workforce solutions for clients and candidates across the healthcare, scientific, technology, and government industries. Through our core purpose of positively impacting lives, we’re dedicated to creating opportunities for job seekers at some of the nation's top companies. As an award-winning career partner, Medix is committed to helping talent find fulfilling and meaningful work because our mission is to help you achieve yours.

Any required state or Joint Commission training is compensated at the state or local minimum wage rate.

^*As a job position within our Allied division, a successful completion of a background check may be required as a condition of employment. This requirement is directly related to essential job functions including but not limited to: providing direct patient care, accessing medical and confidential records, accessing and administering prescription medication or other drugs, working within a clinical setting, handling sharp instruments, conducting medical procedures, and working within departments that care for vulnerable populations, such as, minors, elderly and those with physical or mental disabilities. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.