JOB SUMMARY:
The Call Center Manager is responsible for leading a call center team responsible for communicating effectively and delivering service excellence to patients as part of Lexington Plastic Surgeons Patient Access Center. The Manager will provide hands-on leadership to the team, and continually optimizes resources to meet response times, quality of care and benchmarks for patient satisfaction. This dynamic and energetic leader will create a culture of patient-centric care and service excellence, instilling and cultivating it in our team.
ESSENTIAL JOB FUNCTIONS (other duties as required):
- Role model exceptional patient communication and care, providing positive coaching and performance management to call center team members.
- Continually evaluates and assesses our response times to patients, recommending immediate solutions to optimize the patient experience.
- Provides continuous feedback and training opportunities to the call center team.
- Hire, train, and supervise a team of Patient Access Center representatives demonstrating high levels of critical thinking, decision-making and patient-centric care.
- Follow patient communication scripts and engagement protocols.
- Utilizes clinic scheduling templates, working with company leadership to ensure that schedules are appropriately filled and optimized.
- Lead team to achieve established call center metrics for quality and quantity of patient interactions.
- Create, manage, and generate KPI's, spreadsheets, and reports.
- Creates a fun, high-performance, and positive team culture, develops motivating reward systems for the team.
- Supports the surgical referral process, ensuring referrals are handled timely with clear accountability and tracking.
COMPETENCIES:
- Experience. leading remote and onsite teams to high levels of teamwork, and exceptional customer service supporting high standards of patient care.
- Committed and motivated to learn plastic and cosmetic surgery terminology to enhance communication throughout the practice.
- Strong oral communication skills. Communicates clearly, professionally and with a high level of self-awareness to patients and coworkers.
- Ability to support team in conflict resolution when dealing with the public.
- Capable of maintaining high degree of confidentiality that meets all HIPAA requirements.
- Strong time management skills.
WORK ENVIRONMENT:
The work environment is fast-paced and requires strong time management skills and a high level of productivity.
PHYSICAL DEMANDS:
- Occasional walking, standing, and sitting. May include bending.
- Use hands to handle or feel objects, reach with hands and arms
- Verbal communication and ability to hear
- Lift moderately heavy objects (up to 25 pounds)
- Use of close, distance and peripheral vision
POSITION TYPE AND EXPECTED HOURS OF WORK:
This is a full-time exempt position. This position requires a combination of on-site and remote work. Candidates located in the Eastern time zone are invited to apply.
REQUIRED EDUCATION AND EXPERIENCE:
- A minimum of three years' experience leading call center or other patient facing teams.
- Technology savvy, with competency in Office Suite and ability to learn software applications as required.
- Strong analytical and reporting skills.
- Deep understanding of the customer service and service recovery.
PREFERRED EDUCATION AND EXPERIENCE:
- Bachelor s degree preferred
- Previous work in healthcare settings preferred
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.