What are the responsibilities and job description for the Medical Front Desk and Call Center Manager position at Celandyne Software Solutions LLC?
Position : Medical Front Desk and Call Center Manager (Onsite)
Location: Hyatssvillee, MD
Duration : Full-time
Maryland Eye Care Center is a leading ophthalmology practice committed to delivering compassionate, high-quality eye care. We are seeking a highly organized and experienced Medical Front Desk and Call Center Manager to oversee and optimize both front desk operations and call center performance. This role is essential in driving efficiency, enhancing the patient experience, and maintaining compliance across administrative workflows.
Position Overview:
This dual-role leadership position is responsible for managing front desk staff and call center representatives while ensuring accuracy in patient scheduling, insurance verification, collections, and EHR usage. The ideal candidate will bring strong operational oversight, hands-on technical skills, and a deep understanding of medical administrative processes and patient service delivery. Bilingual proficiency in Spanish is a plus.
Key Responsibilities:
Team & Workflow Management:
- Lead, schedule, and evaluate front desk and call center personnel to ensure seamless patient service.
- Provide consistent coaching, performance feedback, and onboarding for new staff.
- Promote a high-performance, patient-focused team culture.
Operational Oversight:
- Supervise daily scheduling, intake, and appointment confirmation processes.
- Oversee and ensure accuracy of insurance eligibility checks, pre-authorizations, and patient verification.
- Maintain compliance with billing protocols, medical documentation standards, and Medicare guidelines.
- Monitor call metrics and front desk productivity, implementing process improvements where needed.
EHR & Technical Administration:
- Demonstrate expert-level proficiency in using Electronic Health Record (EHR) systems to manage workflows, patient records, and communication logs.
- Conduct regular audits of EHR data entry, ensuring accuracy and completeness of all records.
- Coordinate with billing and clinical teams to address discrepancies or missing documentation.
Customer Experience & Communication:
- Resolve complex patient concerns professionally and in a timely manner.
- Ensure that all patient interactions—whether in person or over the phone—are handled with empathy and precision.
- Collaborate cross-functionally with physicians and clinical teams to maintain consistency in patient messaging and service delivery.
Qualifications:
- Proven experience managing front desk and/or call center teams in a healthcare environment.
- Strong knowledge of insurance verification, eligibility checking, and prior authorization workflows.
- Proficient in working within EHR systems, with high attention to data integrity and documentation.
- Excellent organizational, problem-solving, and communication skills.
- Deep understanding of collections, Medicare compliance, and HIPAA regulations.
- Bachelor’s degree in Healthcare Administration, Business, or related field preferred.
- Bilingual in Spanish is a strong advantage.
Benefits:
- 401(k) with matching
- Health, Dental, and Vision Insurance
- Paid Time Off
- Opportunities for leadership and career growth
Rahul
Sr. Technical Recruiter
609-604-9694
Email: rahul.s@celandyne.us
Celandyne Software Solutions LLC
696 E. Santa Clara St, Suite #106, San Jose, CA 95112
Fax: (773) 347 2504
Email: rahul.s@celandyne.us
Web: https://celandyne.us
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Schedule:
- 8 hour shift
Ability to Commute:
- Hyattsville, MD 20783 (Preferred)
Ability to Relocate:
- Hyattsville, MD 20783: Relocate before starting work (Preferred)
Work Location: In person
Salary : $60,000 - $70,000
