Patient Communication Manager

Eyetastic Services•Greenwood, IN

About The Position

A boutique eyecare practice is seeking a dedicated Patient Communication Manager to join its dynamic Patient Experience team. As the first point of contact for patients and families, this role is essential in ensuring a warm, professional, and helpful experience with every phone call. Patient Communication Manager: The Patient Communication Manager leads a dedicated call center team in the eye care field, ensuring every patient call is handled professionally and with care. This upbeat leader focuses on coaching staff, optimizing appointment scheduling, and maintaining high service standards. Eye care experience is required, along with a commitment to delivering an outstanding patient experience in a collaborative, fast-paced environment.

Requirements

2+ years of experience in healthcare scheduling, patient access, or call center environments (optometry/ophthalmology experience required)
Demonstrated leadership or supervisory experience
Exceptional communication skills with a patient-first and professional approach
Experience coaching, training, and developing others
Comfortable with scheduling/EHR systems and office software
Track record of data-driven process improvement
Ability to thrive in a fast-paced, high-call-volume environment

Responsibilities

Oversee daily operations of a high-energy inbound call center dedicated to exceptional patient service
Lead, coach, and motivate the Patient Communications team to provide friendly, professional, and efficient phone support
Create coverage plans and staffing schedules to ensure prompt responses to all patient calls
Provide real-time support for escalated or challenging calls and deliver effective service recovery
Set and maintain standards for call handling, documentation, and patient communications
Conduct regular call quality reviews, offer coaching, and audit documentation
Optimize appointment scheduling workflows to maximize clinic capacity and accommodate urgent cases
Partner with office managers, doctors, and staff to align call center practices with clinic priorities
Reduce no-shows by effectively managing cancellations, reschedules, and reminders
Manage smooth coordination of inbound referrals and transfers of care, standardizing intake and follow-up processes
Track and report key operational metrics (call volume, answer rate, abandonment, hold time, scheduling efficiency, no-show rates, and patient feedback)
Identify process improvements and implement new scripts, training, or workflows
Maintain and update standard operating procedures (SOPs) for call handling and scheduling
Ensure HIPAA-compliant handling of patient information and documentation