Manager - Patient Experience Center

Rock Dental•Little Rock, AR

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Are you passionate about leading a team of compassionate and service-oriented representatives? As the Patient Experience Center Manager, you will play a critical role in fostering a culture of service excellence at Rock Dental Brands. This role focuses on supporting our clinics by ensuring we schedule as many patients as possible, provide accurate information, and maintain a positive patient experience. Key Responsibilities Team Development and Training: Train and develop current team members to meet individual and team performance targets. Provide guidance, feedback, and encouragement to enhance call quality, workflow, and attendance. Conduct weekly employee dialogues to discuss successes, opportunities, culture, and career succession planning. Conduct mid-year and annual performance reviews with each individual team member. Facilitate monthly team training with evolving material that sharpens tactical and soft skills for superior patient experiences. Track, plan for and monitor attendance for the team to manage the department's schedules. Patient and Employee Experience Enhancement: Monitor and analyze patient satisfaction data from internal (clinic) and external (patient) sources. Collaborate with leadership to address issues, recommend process improvements, and drive patient-centric initiatives. Develop policies and procedures. Train and implement policies and procedures that ensure a consistent and exceptional patient experience across the team. Work closely with clinical operations to help streamline processes and communications between the Support Center and the practices. 8x8 Phone System Administration: Serve as the contact center administrator in 8x8, Rock Dental’s phone system platform. Troubleshoot call routing and quality issues. Set up new clinics to route to the Patient Experience Center (PEC). Collaborate and consult with other departments on 8x8 phone projects. Data Reporting and Performance Metrics: Generate and deliver daily and monthly call center performance reports, including metrics like transfers, missed/answered calls, and average calls per agent. Review dashboards to monitor productivity and ensure performance goals are achieved. New Hire Training and Onboarding: Create impactful first-day experiences for new employees, setting the tone for a best-in-class workplace. Collaborate with recruiting to schedule interviews, hire top talent, and onboard new team members effectively.

Requirements

Proven experience as a call center manager or team lead.
Strong organizational and leadership skills.
Experience in patient or customer service roles.
Proficiency in Google Workspace (formerly G Suite).
Familiarity with performance evaluation processes and tools.
Exceptional communication and negotiation skills.
Analytical problem-solving abilities to resolve patient issues and generate actionable insights.
Conflict resolution skills with the ability to remain flexible and professional in all situations.

Responsibilities

Team Development and Training: Train and develop current team members to meet individual and team performance targets.
Provide guidance, feedback, and encouragement to enhance call quality, workflow, and attendance.
Conduct weekly employee dialogues to discuss successes, opportunities, culture, and career succession planning.
Conduct mid-year and annual performance reviews with each individual team member.
Facilitate monthly team training with evolving material that sharpens tactical and soft skills for superior patient experiences.
Track, plan for and monitor attendance for the team to manage the department's schedules.
Patient and Employee Experience Enhancement: Monitor and analyze patient satisfaction data from internal (clinic) and external (patient) sources.
Collaborate with leadership to address issues, recommend process improvements, and drive patient-centric initiatives.
Develop policies and procedures.
Train and implement policies and procedures that ensure a consistent and exceptional patient experience across the team.
Work closely with clinical operations to help streamline processes and communications between the Support Center and the practices.
8x8 Phone System Administration: Serve as the contact center administrator in 8x8, Rock Dental’s phone system platform.
Troubleshoot call routing and quality issues.
Set up new clinics to route to the Patient Experience Center (PEC).
Collaborate and consult with other departments on 8x8 phone projects.
Data Reporting and Performance Metrics: Generate and deliver daily and monthly call center performance reports, including metrics like transfers, missed/answered calls, and average calls per agent.
Review dashboards to monitor productivity and ensure performance goals are achieved.
New Hire Training and Onboarding: Create impactful first-day experiences for new employees, setting the tone for a best-in-class workplace.
Collaborate with recruiting to schedule interviews, hire top talent, and onboard new team members effectively.