Healthcare Relations Manager - Call Center

Midwest Eye Consultants•Maumee, OH

About The Position

The Healthcare Relations Manager leads Healthcare Relations Scheduling Coordinators, serving as a key connection between patients, providers, and practices. The role is responsible for developing employees, building strong provider relationships, shaping a supportive team culture, improving operational performance, and contributing to a positive patient experience. The manager oversees team hiring, onboarding, coaching, performance, engagement, and communication. They monitor call-center performance metrics and reporting, develop strategies to improve productivity and service delivery, and manage staffing schedules and coverage. They also work with providers, practices, patients, internal teams, and Central Support System leadership to strengthen communication, coordination, and service. The position supports daily operations and administrative responsibilities related to staffing, performance, asset risk, and financial management. It requires adaptability in a fast-paced environment and maintaining a safe, organized, and welcoming work environment. The work is primarily sedentary, with extended periods of sitting, regular verbal communication, and close visual acuity required.

Requirements

High school diploma or equivalent required.
Previous call center experience required.
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, and develop Healthcare Relations Scheduling Coordinators.
Build a positive, supportive team culture in which employees feel valued, empowered, and motivated.
Provide ongoing coaching, feedback, and performance support.
Recognize accomplishments and develop ways to keep employees engaged.
Lead weekly team meetings and encourage open communication and collaboration.
Model accountability, teamwork, and continuous improvement.
Monitor hold times, live answer rates, abandoned calls, and overall call quality.
Analyze reporting and identify opportunities to improve productivity, efficiency, and service delivery.
Translate data into actionable strategies that improve departmental performance and support organizational goals.
Manage team schedules and staffing capacity to ensure appropriate coverage and service levels.
Identify operational challenges, develop solutions, and follow through on improvements.
Promote a first-call resolution approach and monitor the patient experience.
Build and maintain relationships with providers, patients, and internal teams.
Partner with practices and Central Support System leadership to support communication and coordination.
Address concerns proactively and work toward solutions that strengthen provider and patient relationships.
Assist team members with daily responsibilities and operational needs when 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.