Call Center Manager*

Job Description:

Call Center Manager*

Description

The Job

Arrowhead Regional Medical Center (ARMC) is recruiting for a Call Center Manager* who will manage the Call and Referral Center operations, ensuring high-level customer service, approve and recommend assigned staff duties, and act as the point of contact for department heads and stakeholders.
Duties may include, but are not limited to, the following:

• Oversees and assesses program objectives, ensuring effective implementation and monitoring. Evaluates staffing and service delivery to ensure efficiency, effectiveness, and compliance with established standards.
• Supervise professional, para-professional, technical and other support staff; may supervise through subordinate supervisors; assign and review work; prepare and sign work performance evaluations; responsible for hiring decisions and disciplinary actions.
• Monitor program quality assurance, participate in performance improvement activities, complete regulatory requirements, and ensure compliance.
• Coordinate and facilitate contract activities related to compliance, service delivery operations, and budgetary preparation and monitoring.
• Coordinate the planning, development, implementation, and maintenance of departmental operational policies and procedures to assure delivery of the highest quality of services.
• Represent the department on task forces, planning bodies, and committees.
• Prepare a variety of reports and correspondence.

*Official Job Title: ARMC County Medical Services Program Coordinator (CMSP). For more detailed information, refer to the ARMC County Medical Services Program Coordinator (CMSP) job description.

EXCELLENT BENEFITS & RETIREMENT

HEALTH BENEFITS

PAID TIME OFF

RETIREMENT PERKS

• Medical & Dental: Family Coverage
• Vision: Employee Coverage
• Premium subsidies to offset health costs
• Flexible Spending Account: Pre-tax account for qualified healthcare expenses

• Up to 4 weeks accruable vacation with cash-out option
• 11 days accruable sick leave
• 15 paid holidays
• Perfect Attendance Leave
• Flexible work schedules (in some departments)

• Generous pension
• Retirement reciprocity may be available!
• 457(b) Deferred Compensation
• Retirement Medical Trust (RMT)

DCAP Account - County Paid Life Insurance - AD&D Insurance - 529 Savings Plan - Short/Long-Term Disability

Wellness Program - Commuter Services - Employee Discounts - Annual Tuition Reimbursement

FOR ADDITIONAL DETAILS, PLEASE REFER TO THE BENEFITS BY OCCUPATIONAL UNIT PAGE

CONDITIONS OF EMPLOYMENT

Pre-Employment Process : Applicants selected for these positions must pass a background investigation, physical, and verification of employment history and education.

Sponsorship: Please note San Bernardino County is not able to consider candidates who will require visa sponsorship at the time of application or in the future.

Minimum Requirements

EXPERIENCE: Three (3) years of experience supporting Referral and/or Call Center operations for a healthcare organization AND two (2) years as a designated lead, supervisor, or manager supporting Referral and/or Call Center operations for a healthcare organization ( experience may be concurrent ).

Desired Qualifications

The ideal candidate will possess a Bachelor’s Degree in business or healthcare administration. The candidate will have supervisory experience over professional staff for an acute care hospitals Referral and Call Center.

Selection Process

Application Procedure : Please complete and submit the online employment application and supplemental questionnaire by 5:00 pm, Friday, September 19, 2025. Resumes will not be accepted in lieu of the application and/or supplemental questionnaires.

There will be a competitive evaluation of qualifications based on the information provided in the Application and the Supplemental Questionnaire. You are encouraged to include detailed descriptions of your qualifying experience, as only the most highly qualified applicants will be referred to the Department. Please ensure all relevant experience is indicated in the Application and responses to the Supplemental Questionnaire, as resumes and other attachments will not be reviewed for the competitive evaluation.

All communications regarding the selection process will be via e-mail. Applicants are encouraged to check their e-mail frequently to learn additional information regarding this recruitment. Check your GovernmentJobs account for notifications. Update your firewalls to allow e-mails from San Bernardino County through governmentjobs.com. Update your Spam, Junk, and Bulk settings to ensure it will not spam/block/filter communications from e-mail addresses with the following domain "@hr.sbcounty.gov". Finally, be sure to keep your personal information updated. Taking these steps now will help ensure you receive all communications regarding this recruitment.

To ensure timely and successful submission of your online application, please allow ample time to complete and submit your application before the posted filing deadline. Applicants will be automatically logged out if they have not submitted the application and all required materials prior to the posted deadline. Once your application has been successfully submitted you will receive an onscreen confirmation and an email. We recommend that you save and/or print these for your records.

If you require technical assistance, follow this link to review the Government Jobs online application guide , or contact their Toll-Free Applicant Support line at (855) 524-5627. Please note that Human Resources is not responsible for any issues or delays caused by the computer or browser used to submit the application.

EEO/ADA : San Bernardino County is an Equal Employment Opportunity (EEO) and Americans with Disabilities Act (ADA) compliant employer, committed to providing equal employment opportunity to all employees and applicants.

ADA Accommodation: If you have a disability and require accommodations in the testing process, submit the Special Testing Accommodations Request Form within one week of a recruitment filing deadline.

Veterans’ Preference : Eligible veterans and their spouse or widow(er) who are not current County employees may be awarded additional Veterans’ Preference points. F or information and instructions to request Veteran's Preference points, please refer to the. Veterans' Preference Information (Download PDF) .

For more important details, review the Applicant Information and County Employment Process .

Supervisory Unit

The County of San Bernardino offers a range of benefit programs for employees and their eligible dependents. These include health, dental, vision, and life insurance, as well as a variety of voluntary benefits. Programs and benefit amounts vary and are based on bargaining unit, family size, hire date, plan selection, and number of hours worked.

For a summary of benefits,* please click here .

Refer to the appropriate MOU, contact the County's Employee Benefits and Services Division at (909) 387-5787 or visit the Benefits website for more detailed information at hr.sbcounty.gov/employee-benefits/ .

*Retirement benefits subject to change.

Closing Date/Time: 9/19/2025 5:00 PM Pacific

Salary:

$83,948.80 - $115,564.80 Annually