Call Center Manager

USA Clinics Group•Northbrook, IL

18d•Onsite

About The Position

The Call Center Manager develops and manages staff and processes to ensure high levels of service and patient satisfaction. The role develops, measures, and monitors performance to support the success of the Call Center, applies knowledge of industry trends and their impact on patient care, and reports on data metrics. The manager also oversees provider clinic schedules, audits appointment lengths, and establishes scheduling rules. This is a full-time, on-site position in Northbrook, Illinois, with a Monday-through-Friday schedule and compensation of $75,000–$95,000.

Requirements

Associate degree required.
Five years of call center or customer service experience required.
One to three years of supervisory experience required.
Working knowledge of industry trends and metrics required.
Experience with data analysis required.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Ensure timely and optimal scheduling of new patient appointments.
Improve the conversion rate of calls to occurred appointments and increase the occurred appointment rate.
Decrease no-show, cancelled, and rescheduled appointment rates.
Increase the accuracy and completeness of patient information entered.
Improve timely confirmation rates for appointments.
Improve performance for Patient Intake, the Contact Center, and office receptionists.
Reduce scheduling gaps.
Monitor performance using relevant reporting data and produce statistical reports.
Oversee accurate registration and scheduling of new leads by following established scripts and procedures.
Ensure staff accommodate existing patients’ scheduling needs, including future appointments and schedule changes.
Ensure the entire treatment plan is scheduled at the initial visit when needed.
Perform recalls, confirmations, and tasks for leads and existing or former patients.
Answer patient questions and address concerns using established scripts and procedures.
Provide after-hours coverage as assigned.
Demonstrate knowledge of services, professionalism, and outstanding customer service.
Build and update scripts and training modules as needed.
Perform other related duties as assigned.