Call Center Manager
About The Position
The Healthcare Relations Manager is responsible for hiring, training, and elevating all Healthcare Relations Scheduling Coordinators to maintain positive provider relationships and enhance the total patient experience through first call resolution. This position requires a motivated leader with the ability to quickly review available reporting and create actionable steps to ensure organizational goals are met. The Healthcare Relations Manager bridges provider and patient relationships by fostering excellent communication across multiple practices and the Central Support System. Position location: Maumee, OH This is an on-site position
Requirements
- High school graduate, or equivalent
- Call center experience required
Nice To Haves
- Management experience preferred
- Experience in optometry or ophthalmology preferred
Responsibilities
- Monitor and manage call statistics and benchmarks related to the department (i.e. hold times, live answer, abandon rates, etc.)
- Monitor call quality and overall customer experience
- Assess staff performance
- Provide appropriate coaching and accountability
- Monitor and manage schedules per standards and capacity
- Conduct weekly team meetings
- Assist staff in their essential responsibilities, as necessary
- Perform administrative duties as related to staff, performance, asset risk, and financial management
- Promote a safe, clean, organized and inviting environment
- Assume additional responsibilities as determined by the Healthcare Relations Director
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
