Call Center Manager

AICA Orthopedics, P.C.•Marietta, GA

4h•Onsite

About The Position

CALL CENTER MANAGER Build. Lead. Transform Patient Acquisition. Position Impact Build and lead AICA's customer acquisition engine. Transform a team of Patient Services Representatives into top performers who consistently convert inquiries into scheduled appointments across 21 locations. Your success directly drives practice revenue growth through recruiting excellence, systematic training, data-driven coaching, and process optimization in our fast-paced personal injury healthcare environment. About AICA Orthopedics AICA is Atlanta's premier integrated healthcare provider with 21 locations and 400+ employees specializing in orthopedic and neuro-spine services. Our personal injury focus requires expertise in attorney coordination, insurance navigation, and complex patient journey management.

Requirements

5+ years of call center or customer service leadership experience with proven track record of building high-performing teams
3+ years managing teams of 10+ people with direct accountability for performance outcomes
Demonstrated success in recruitment, training, and development of sales or service teams
Data-driven approach to performance management with experience using metrics to drive improvement
Strong coaching and feedback skills with ability to develop people at all performance levels
Experience implementing structured training programs and documenting best practices
Proven ability to meet or exceed conversion/sales targets in a metrics-driven environment
Excellent communication skills with ability to motivate teams and influence stakeholders
Proficiency with CRM systems, call center software, and performance analytics tools

Nice To Haves

Experience in healthcare call centers, particularly medical scheduling or patient services
Knowledge of personal injury cases, attorney referral processes, or medical-legal coordination
Familiarity with medical terminology and insurance verification processes
Experience with NextGen practice management and Salesforce CRM
Background in building call center operations from the ground up or scaling existing teams
Spanish language proficiency

Responsibilities

Recruit and hire Patient Services Representatives with sales aptitude, empathy, and coachability
Design training programs covering personal injury dynamics, medical terminology, and attorney protocols
Develop team leaders who can scale your leadership approach
Create career pathways that retain top performers
Deliver weekly 1-on-1 coaching focused on skill development and performance improvement
Build culture of accountability and continuous learning
Establish clear metrics for conversion rates, scheduling accuracy, call quality, and patient satisfaction
Implement real-time monitoring for immediate coaching and course correction
Own monthly patient acquisition targets that directly impact clinic revenue
Optimize conversion across patient journey: inquiry ? scheduled ? show ? treatment
Use data analytics to identify and systematize top performer behaviors
Design compensation structures that reward high performance
Manage daily operations: inbound inquiries, outbound follow-up, attorney coordination across all of our locations
Optimize staffing and scheduling to meet demand while maintaining SLA targets
Implement quality assurance through call monitoring and patient satisfaction tracking
Create documented, scalable processes that deliver consistent results
Manage NextGen and Salesforce platforms for accurate documentation and workflow
Build knowledge systems that accelerate new hire productivity
Serve as primary call center liaison to attorney offices ensuring excellent service delivery
Develop protocols for handling attorney referrals with urgency and professionalism
Train team on personal injury case dynamics and attorney expectations
Ensure strict HIPAA compliance in all patient communications and documentation
Maintain call recording systems for quality assurance and compliance
Manage escalated complaints with professionalism and risk awareness