Job Description

Title: Call Center Manager

Location: Falls Church Office

Report to: Executive Director

Schedule: Monday-Friday (occasional nights and weekends as needed)

FLSA Status: Exempt/Salary

Position Overview

We are seeking a dedicated and experienced Call Center Manager to oversee the operations of our ophthalmology practice's call center. The ideal candidate will possess strong leadership skills, exceptional communication abilities, and a passion for providing outstanding patient service. This role involves managing a team of agents, ensuring efficient call handling, and improving overall patient satisfaction within our ophthalmology practice.

Responsibilities

• Manage a team of 6 call center representatives, providing ongoing coaching and support to enhance performance and efficiency. Develop training programs for call center staff to improve their knowledge of ophthalmology services and enhance their customer service skills.
• Oversee daily call center operations, including scheduling, monitoring call volumes, and managing staff workload to optimize patient access and service delivery. 
• Address patient concerns and complaints effectively, promoting a favorable resolution and maintaining the practice's reputation for excellent service.
• Implement and maintain quality assurance processes to ensure that all calls meet professional standards and provide an exceptional patient experience.
• Develop, track, and analyze key performance indicators (KPIs) to assess team performance and identify areas for improvement.
• Foster clear and effective communication with patients, ensuring their inquiries are resolved promptly and accurately.
• Collaborate with other departments to resolve escalated customer issues and improve cross-functional processes. Collaborate with the leadership team to enhance patient workflows, streamline processes, and reduce wait times for scheduling and inquiries.
• Leverage call center technology and patient management systems to improve efficiency and data accuracy.
• Generate regular reports and presentations on call center operations, including staff performance, patient satisfaction, and trends for management review.
• Identify trends and provide actionable insights to management through regular reporting.
• Ensure compliance with company policies and applicable regulations.
• Stay up to date with industry trends, technologies, and tools to continuously improve operations.
• Performs other related duties as assigned, remaining flexible to the evolving needs of the business.

The responsibilities and work conditions for this position are subject to change due to business needs. 

Education & Experience: 

• Bachelor's degree in Business Administration, Healthcare Management, or a related field preferred.
• Proven experience in call center management, ideally within a healthcare setting; ophthalmology experience is a plus.
• 2-5 years of supervision experience. 
• Strong knowledge of call center operations and proficiency in call center software and patient management systems. NexTech and Intermedia are preferred. 

Required Skills/Abilities: 

• Strong leadership and team management skills
• Ability to analyze data, identify trends, and implement process improvements.
• Ability to drive team engagement and foster a positive work environment.
• Exceptional problem-solving skills and conflict resolution capabilities.
• Commitment to patient care and service excellence.
• Excellent leadership, communication, and problem-solving skills.
• Strong organizational skills with the ability to manage multiple priorities effectively.

Benefits

• Competitive salary
• Comprehensive benefits package, including health, dental, and retirement plans.
• Opportunities for professional development and growth.
• A collaborative and supportive work environment dedicated to patient care.

PI073928468d23-30492-38807300

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