Supervisor- Ambulatory Care Call Center

About the role

The Supervisor, Ambulatory Care Call Center Operations will supervise the organizational and administrative operations of the NPO, Phone Triage, and Central Scheduling teams. Supporting the Manager, Ambulatory Care Ops, this position manages labor time, team performance, and issue resolution. It also collaborates with clinical teams—including nurse navigation, the phone triage nursing team, and clinic/network sites—to ensure accurate appointment scheduling for new and return patients and proper triaging of patient calls.

Responsibilities

• Supervise the organizational and administrative functions of the NPO, Phone Triage, and Central Scheduling teams.
• Manage labor time, monitor team performance, and resolve operational issues.
• Collaborate with nurse navigation, phone triage nursing, and clinic/network sites to ensure accurate scheduling of new and return patient appointments.
• Oversee proper triaging of patient calls in coordination with clinical teams.

Requirements

• High School Diploma or equivalent (required).
• Associate’s Degree in a related field (preferred).
• Minimum 2 years of experience in a supervisory or lead role (required).
• Minimum 2 years of experience in a healthcare‑related setting (required).
• General experience with and knowledge of hospital scheduling and billing systems, preferably Epic (required).
• Required licenses (specific licenses not listed).