• Call Center Operations Manager

    Job Locations US-MD-Baltimore
    Job ID
    Johns Hopkins Hospital
    Customer Service/Support
    Temporary Full Time
  • Overview

    Johns Hopkins Health System employs more than 20,000 people annually. Upon joining Johns Hopkins Health System, you become part of a diverse organization dedicated to its patients, their families, and the community we serve, as well as to our employees. Career opportunities are available in academic and community hospital settings, home care services, physician practices, international affiliate locations and in the health insurance industry. If you share in our vision, mission and values and also have exceptional customer service and technical skills, we invite you to join those who are leaders and innovators in the healthcare field.





    • Manager is responsible for the daily operation of the department call center, including business objectives, performance and resource management.
    • Specific responsibilities include staffing and schedule adherence, training, quality assurance, provider schedule template review and protocol development and maintenance.
    • Manager serves as the liaison to core services for, financial clearance, training, quality assurance, analytics and performance improvement.
    • Significant interaction with internal and external stakeholders and other parties, including the clinical managers, referring physicians and office staff, JH Imaging marketing team, and medical directors at JH Imaging sites.
    • Coordination of projects relating to JH Imaging acquisition lines.


    • Bachelor's Degree in Business, Health Administration or Health Science and Policy required. Directly related experience maybe considered in lieu of education.
    • 5 years of experience in practice manager of service lines or call center operations and management techniques.
    • Experience with radiology information system and project manageent software is preferred.
    • Experience with Automated Call Distribution Systems and various Contact Center technologies.
    • Comprehensive knowledge and a high level of proficiency in managing patient care services across healthcare lines.
    • Position requires experience in healthcare operations related to improve the patient’s experience and alignment with business strategies.  
    • Entails comprehensive understanding of marketing strategies, health insurance plans, appointment scheduling and registration, call center operations and management practices.
    • Requires extensive knowledge of medical terminology. Preferred extensive knowledge of radiologic imaging exams.


    Johns Hopkins Health System and its affiliates are drug-free workplace employers.

    Johns Hopkins Health System and its affiliates are an Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.


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