Call Center/Scheduling Manager

Overview

We are seeking a positive and proactive Call Center/Scheduling Manager to lead our customer support and appointment scheduling teams. This pivotal role involves overseeing daily operations, optimizing team performance, and ensuring an exceptional patient experience. As a leader in this fast-paced environment, you will drive efficiency through strategic management, foster cross-functional collaboration, and utilize data-driven insights to improve overall service quality.

Responsibilities

• Lead and manage the call center and scheduling teams, ensuring high levels of patient satisfaction and operational efficiency.
• Develop, implement, and refine scheduling processes to maximize resource utilization and meet patient needs effectively.
• Hire, train and mentor team members, providing ongoing training in customer service best practices, technical proficiency, and communication skills.
• Utilize current systems and analytics tools to monitor performance metrics real time and ongoing, identify areas for improvement, and make data-driven decisions.
• Collaborate with cross-functional departments such as front desk, medical assistants, and other management team members to streamline workflows and enhance the patient experience.
• Oversee call center operations including call handling procedures, escalation protocols, and quality assurance standards.
• Manage patient communication strategies to ensure clarity, professionalism, and positive relationships are maintained at all times.
• Implement process improvements based on analysis insights to boost productivity and patient experience.

Experience

• Proven supervisory or management experience in a call center or customer support environment with a focus on team management and leadership.
• Strong background in call center experience/management (especially healthcare), scheduling coordination, or patient services with an emphasis on data-driven decision making.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) as well as EHR systems; familiarity with phone system tools is a plus.
• Demonstrated ability to lead cross-functional collaboration efforts across different departments or teams.
• Excellent communication skills in English; multilingual abilities are highly desirable for diverse patient interactions.

Join us to lead a passionate team dedicated to delivering top-tier customer service while advancing your career in a vibrant environment that values innovation, teamwork, and excellence!

Pay: From $52,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan

Work Location: In person