Call Center and Medical Records Manager - Hurst Illinois

Company: Texas Eye and Laser Center
Location: Hurst, Illinois
Posted On: 03/22/2026

Job Description We are a well-established, high-volume ophthalmology practice with an Ambulatory Surgery Center (ASC) located in Hurst committed to deliver exceptional patient care and operational excellence. Our team is committed to efficiency, professionalism and creating a positive experience for every patient who interacts with our practice. Position Overview We are seeking an experienced, organized and proactive Call Center and Medical Records Manager to oversee the daily operations of both departments. This role is responsible for ensuring efficient patient communication, accurate medical records management and excellent service across the practice. Key Responsibilities Leadership & Team Management Manage, coach and support Call Center (6 staff) and Medical Records (2 staff) departments Conduct training, performance reviews and ongoing staff development Foster a positive, accountable and patient-focused team culture Manage staffing schedule and ensure adequate departmental coverage Develop, track and report on KPI’s related to service quality, productivity and efficiency Handle escalated patient concerns with professionalism and resolution-focused solutions Collaborate with practice leadership Call Center Operations Oversee daily call center operations including patient calls, scheduling support and message routing Monitor call volumes, response times and service quality to optimize workflow Identify workflow improvements to enhance efficiency and patient satisfaction Ensure staff provide professional, accurate and courteous communication with patients Medical Records Operations Manage the timely processing of medical record requests Ensure compliance with HIPAA and all applicable privacy regulations Maintain accuracy, organization and proper documentation of patient records Coordinate with providers, staff and external organizations regarding record requests Operational Excellence Evaluate processes and implement improvements to increase efficiency and service quality Work closely with physician and practice leadership to support organizational and operational goals Ensure departmental policies and procedures are consistently followed Assist in resolving patient concerns related to scheduling, calls or record requests Qualifications Previous management or supervisory experience in a healthcare setting and Bachelor’s degree preferred Experience with call center operations, patient scheduling or medical records preferred Strong organizational, communication and leadership skills Knowledge of HIPAA and healthcare documentation processes Ability to manage multiple priorities in a fast-paced environment What We Offer Competitive salary based on experience Benefits package Stable, growing practice with a collaborative team environment Opportunity to lead an important operational team within a respected specialty practice Benefits: 401(k) matching Dental insurance Health insurance Life insurance Paid time off Referral program Vision insurance More...

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