Job Description
Title: Shared Services Manager – Medical Call Center Manager
Status: Exempt, Full Time (Monday-Friday)
Department: Operations
Location: Mount Vernon, Washington
Who We Are:
Skagit Radiology Inc., P.S. is dedicated to providing patients and physicians with advanced, sub-specialized expertise and the highest levels of excellence in radiological services. Our staff incorporates the latest technology in medical imaging and image-guided therapy into cost-effective clinical practice. We actively maintain a leadership role in providing these services to the medical community and collaborate with other health care providers to continuously improve patient care. Our shared values include mutual respect, teamwork, superior service, professionalism and confidentiality.
Job Summary:
We are seeking a dynamic and highly effective Shared Services Manager to lead our call center and authorization teams. This on-site role is responsible for overseeing daily operations, including direct management of the Call Center Lead and Authorization team, ensuring high-quality service delivery and exceptional patient experience.
The ideal candidate is a strong communicator and people leader who can navigate escalated patient concerns with empathy and professionalism, while also driving operational excellence through data analysis, performance management, and continuous process improvement.
Responsibilities include, but are not limited to the following:
• Provide day-to-day leadership and oversight of the call center and authorization teams, including direct supervision of the Call Center Lead, Call Center Representatives, and Referral Authorization Specialists
• Serve as the escalation point for complex patient concerns related to care coordination, resolving issues with empathy and a focus on patient satisfaction
• Monitor and evaluate team performance using key metrics (e.g., call volume, response times, quality scores, authorization turnaround times)
• Analyze call center and authorization data to identify trends, gaps, and opportunities for process improvement
• Develop and implement strategies to improve operational efficiency, service quality, and patient experience
• Ensure appropriate staffing levels and scheduling to meet service demands
• Lead, coach, and develop team members, fostering a culture of accountability, collaboration, and continuous improvement
• Oversee onboarding and ongoing training programs to ensure team competency and consistency in service delivery
• Partner cross-functionally with clinical, administrative, and leadership teams to align workflows and improve care coordination
• Maintain compliance with organizational policies, regulatory requirements, and quality standards
Job Requirements:
• Bachelor’s degree required
• Minimum of 5 years of progressive leadership experience in a healthcare setting, including oversight of call center or shared services functions
• Demonstrated success managing high-performing teams in a fast-paced, service-oriented environment
• Strong interpersonal, communication, and conflict resolution skills
• Experience handling escalated patient interactions with professionalism and empathy
• Proven ability to analyze data, interpret performance metrics, and implement process improvements
• Experience with EPIC or similar electronic health record (EHR) systems strongly preferred
• Must be able to work on-site
Physical Demands and Work Environment:
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Requires full range and finger dexterity with hand-eye coordination for operation of all department equipment.
• Requires ability to lift up to 15 lbs.
• The employee is regularly required to talk and hear.
• Primarily sedentary work. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.
• Operate a variety of computers, telephones and related equipment including personal computers, printers, interfacing hardware, and software packages.
• Most work is accomplished indoors and in air conditioned or well-ventilated facilities within an office or cubicle space, equipped with a telephone and computer.