Healthcare Relations Manager - Call Center

Bridgeview Eye Partners•Maumee, OH

About The Position

The Healthcare Relations Manager leads a team of Healthcare Relations Scheduling Coordinators who connect patients, providers, and practices. The role focuses on developing employees, building strong provider relationships, improving operational performance, and creating a positive patient experience. The manager shapes team culture, supports talent development, monitors service delivery, and helps ensure effective communication and coordination across practices and internal teams.

Requirements

High school diploma or equivalent.
Previous call center experience.
Strong organizational, communication, and problem-solving skills.
Ability to review performance metrics, interpret data, and develop actionable improvement strategies.
Demonstrated ability to coach, motivate, and hold team members accountable.

Nice To Haves

Previous management or team leadership experience.
Experience in optometry or ophthalmology.

Responsibilities

Recruit, hire, onboard, coach, and develop Healthcare Relations Scheduling Coordinators.
Build a supportive team culture that values employees and promotes accountability, teamwork, and continuous improvement.
Provide ongoing feedback and performance support, recognize accomplishments, and keep employees engaged.
Lead weekly team meetings and encourage open communication and collaboration.
Monitor key performance metrics, including hold times, live answer rates, abandoned calls, and call quality.
Analyze reports and develop strategies to improve productivity, efficiency, service delivery, and departmental performance.
Manage team schedules and staffing capacity to ensure appropriate coverage and service levels.
Identify operational challenges, develop solutions, and oversee improvements.
Promote first-call resolution and monitor opportunities to improve patient communication and service.
Build and maintain relationships with providers, patients, and internal teams.
Partner with practices and Central Support System leadership to support seamless communication and coordination.
Address concerns proactively and seek solutions that strengthen provider and patient relationships.
Assist team members with daily responsibilities and operational needs as necessary.
Oversee administrative responsibilities related to staffing, performance, asset risk, and financial management.
Maintain a safe, organized, and welcoming work environment.
Adapt to changing priorities and take on additional initiatives as organizational needs evolve.