Call Center Manager - Healthcare Relations

Bridgeview Eye Partners-posted 3 days ago
Full-time • Manager
Onsite • Maumee, OH
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Call Center (Healthcare Relations) Manager Location: Maumee, OH | On-site Starting Wage: $55,000 Lead with Purpose. Build Something That Matters If you’re energized by leading people, shaping culture, and driving results through others, this role was designed for you. We’re seeking a confident, people-first leader to manage our Call Center team—an essential group that serves as the frontline connection between our patients, providers, and practices. As the Healthcare Relations Manager, you’ll lead, develop, and inspire a team of 25+ Scheduling Coordinators. Your leadership will directly influence the patient experience, strengthen provider relationships, and elevate how our organization shows up every day. This is a highly visible role for a leader who thrives in a fast-paced environment, embraces accountability, and knows how to turn insight into action.

  • Build a High-Performing Team Hire, onboard, coach, and develop a large, dynamic team Create a culture rooted in trust, accountability, growth, and recognition Inspire and motivate through clear expectations, meaningful feedback, and celebration of wins Lead by example and foster open, collaborative communication
  • Elevate the Patient & Provider Experience Serve as the connector between patients, providers, and internal teams Ensure first-call resolution and consistent service excellence Build strong, professional relationships across multiple practices
  • Drive Operational Excellence Monitor and manage key performance metrics such as hold times, live answer rates, abandon rates, and call quality Analyze data and reporting to identify trends, behaviors, and improvement opportunities Translate insights into process improvements and measurable results
  • Lead with Vision & Accountability Set clear priorities and manage time, resources, and initiatives effectively Guide the team through change with confidence and adaptability Conduct regular team meetings, performance reviews, and coaching sessions Maintain departmental organization, scheduling, and administrative oversight
  • Proven management experience leading teams (required)
  • Strong communication skills with the ability to motivate, coach, and influence
  • Highly organized with exceptional follow-through and time management
  • Data-driven mindset with the ability to connect metrics to behaviors
  • Comfortable making decisions, solving problems, and leading through change
  • Experience in a call center or high-volume customer environment (preferred, not required)
  • Healthcare, optometry, or ophthalmology experience (a plus, not required)
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