Call Center Manager

Eye Clinic of Wisconsin•Wausau, WI

2d•Hybrid

About The Position

The Call Center Manager oversees a team of call center representatives, including on-site and remote staff. They play an integral role in ensuring a positive and supportive experience for patients via phone and virtual messaging. This position involves leading a team, providing training and resources to bolster patient satisfaction. They are responsible for assisting in the implementation of policies and procedures aimed at enhancing the quality of service. The Call Center Manager ensures that patient care via phone and messaging is both efficient and empathetic.

Requirements

College Degree in related field or 5-7 years related work experience
Strong leadership and people management skills
Customer service excellence
Data analysis and problem solving
Regulatory compliance (HIPAA)
Excellent communication and conflict resolution
Ability to remain unbiased when making decisions
Demonstrates knowledge of proper, safe, efficient use of office equipment, working knowledge of Microsoft Office
Knowledge of process improvement methods and experience optimizing workflows
Familiarity with call-based performance monitoring and coaching staff

Responsibilities

Oversee the operations of the Call Center (inbound and outbound calls), ensuring efficient appointment scheduling, call resolution, and call flow.
Implement and maintain high standard of patient care and service.
Ensuring all Call Center staff adhere to best practices and regulatory requirements.
Ensure adequate staffing levels to handle call volume.
Monitor call queues, wait time, and abandonment rates.
Determine call routing systems are in place for appointments, triage, prescriptions, etc.
Create and manage department budget.
Participate in recruiting staff.
Train, onboard and mentor Call Center staff, remote and on-site, providing ongoing education on policies, procedures, and customer service excellence.
Develop and coordinate staff training programs, educational opportunities and department meetings.
Identify training needs as they occur to maintain adequate skill-level amongst the department.
Coach staff on processes or EMR/Practice Management changes and upgrades.
Provide communication etiquette.
Provide education on ophthalmic terminology (glaucoma, cataracts, retina conditions, etc.).
Responsible for preparing work schedules to ensure sufficient coverage and assisting staff in challenging customer service instances.
Address performance issues and disciplinary actions, with the assistance of HR.
Oversee appointment scheduling across providers.
Ensure proper training (urgent versus routine eye issues).
Manager all referral and follow-up visits.
Optimize scheduling to reduce patient wait times and maximize provider productivity.
Handle complex scheduling situations.
Ensure courteous, empathetic communication with patients.
Handle escalated call, complaints and service recovery.
Monitor calls for quality assurance.
Maintain high patient satisfaction scores.
Implement improvements based on patient feedback.
Work closely with clinic staff to understand services offered (LASIK, cataract surgery, etc.) and align call center messaging with clinic protocols.
Ensure staff can identify urgent symptoms (sudden vision loss, eye trauma) and escalate appropriately.
Ensure adherence to HIPAA regulations and patient confidentiality.
Train staff on proper handling of Protected Health Information (PHI).
Monitor compliance with healthcare policies and procedures.
Maintain secure handling of patient data in call systems.
Track and analyze key performance indicators (KPIs) such as call volume and wait times, first-call resolution rate, appointment conversation rates, and patient satisfaction scores.
Generate reports for senior Leadership.
Use data to identify trends and improve operations.
Identify inefficiencies in call handling and scheduling workflows.
Develop and implement process improvements.
Create standard operating procedures (SOPs).
Support growth initiatives (e.g., new service lines or locations).
Partner with other Managers and Clinic teams to ensure alignment in communication and patient handling.
Support Marketing efforts (appointment campaigns, patient outreach, etc.).
Other duties as assigned.