• Job Description

  Req#: CONTA003451

  Contact Center Manager Position Overview:

  Contact Center Manager is responsible for providing essential support and administrative services to our remote call center and enhance operational efficiency between the contact center and the clinics, while ensuring top-notch customer service. The call center is a fast-paced, growing environment and the manager is responsible for leading and managing the call center team, while supporting all clinics and providers. The manager is responsible for phone integrations, and all employees connected to the established phone queues. The manager is responsible for implementing and enforcing policies & procedures regarding all aspects of a wide spectrum of tasks including patient customer service, surgery scheduling, data entry, managing electronic health records, and area manager/staff patient communications education and training. The Manger is responsible for leading continuous improvement efforts and building and maintaining relationships between the clinic teams and the contact center, utilizing excellent communication methods and data to support outcomes.

  Contact Center Manager Required Education, Skills and Experience:

  • Bachelor’s degree in Business Administration, Operations Management, or a related field
  • 3-5 years of experience in call center operations
  • Experience in medical office management
  • Experience leading project management tasks for office integrations
  • Experience communicating with multiple cross-functional leaders in the field and shared service support teams
  • Excellent written and verbal communication skills; Ability to write well and communicate with corporate colleagues, providers, and patients as needed
  • Must have excellent customer service skills
  • Proven track record of driving operational improvements and achieving performance goals
  • Strong analytical skills
  • Ability to thrive in a fast-paced, dynamic environment
  • Ability to establish and maintain effective working relationships with patients and employees
  • EHR/EMR Experience
  • Technologically savvy; must also have a working knowledge of computers and Microsoft Office.
  • Experience running phone system service level reports for employee and queue level metrics
  • Detail-oriented and effective at multitasking
  • Experience communicating with medical providers
  • The ability to uphold HIPAA compliance is mandatory.

  Contact Center Manager Essential Functions/Responsibilities (other duties may be assigned):

  • Team Management: Lead, mentor, and develop a diverse team of remote call center managers and staff, including BPO offshore team, fostering a positive work environment that promotes collaboration and professional growth.
  • Data Analytics: At the direction of the Contact Center Director, deliver phone and agent specific metrics.
  • Operational Readiness: Develop and implement operational strategies to improve service delivery, enhance customer satisfaction, and achieve business objectives.
  • Process Optimization and Continuous Improvement: Identify opportunities for process improvements and implement best practices to streamline operations and reduce costs. This includes maintaining contact center agent/surgical coordinator performance statistics as well as monitoring clinic phone/patient data to ensure operational excellence
  • Customer Experience: Champion a customer-centric approach, ensuring that all interactions meet or exceed customer expectations.
  • Compliance and Quality Assurance: Lead the QA team to ensure adherence to industry regulations and internal policies, maintaining high standards of quality and compliance.
  • Collaboration: Work closely with other departments (e.g., ops, IT) to align call center operations with overall company goals and initiatives.
  • Training: Facilitate new employee orientation and training with HR. In conjunction with HR, develop training materials within the LMS.

  Work Environment:

  OSHA RISK FACTOR CATEGORY 1. The employee is regularly required to talk or hear. The employee frequently is required to stand, walk; sit; and use hands to finger, handle, or feel, and work with a computer. The employee is occasionally required to reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and smell. The employee must occasionally lift up to 50 pounds and/or carry objects weighing up to 25 pounds. The employee is required to perform repetitive motions, including reaching above the head, and typing. Specific vision abilities required by this job include peripheral vision, depth perception, and ability to adjust focus. Color-blindness testing is required for those with job-specific duties requiring color discrimination

  Benefits Offered:

  • Health Insurance (Single & Family plans available)
  • Life Insurance
  • Disability Insurance
  • 401(k) Plan with Company Match
  • Employee Discount Program
  • Paid Time Off (PTO)
  • Paid Holidays

  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

• About the company

  Our podiatrist group helps excellent podiatrists and patients connect. If you need a foot doctor, visit our site to find a trusted podiatrist near you.

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