Call Center Manager

We are seeking a skilled and experienced Call Center Manager to join our team at Central Florida Medical Practice. As the Call Center Manager, you will be responsible for overseeing the daily operations of our call center, ensuring efficient and effective handling of patient inquiries and concerns. This role requires strong leadership abilities, exceptional organizational skills, and a thorough understanding of call center management principles, particularly in a medical practice environment.

Responsibilities:

• Manage and supervise a team of call center representatives, providing guidance, support, and coaching to ensure high performance and productivity

• Develop and implement call center policies, procedures, and best practices to optimize efficiency and customer satisfaction

• Monitor call volume and staffing levels to effectively allocate resources and meet service level targets

• Conduct regular performance evaluations and provide feedback to team members to drive continuous improvement

• Collaborate with other departments such as scheduling, billing, and clinical staff to streamline processes and enhance patient care coordination

• Analyze call center metrics and performance data to identify trends, opportunities, and areas for improvement

• Develop and maintain relationships with key stakeholders, including healthcare providers, patients, and vendors

• Ensure compliance with company policies, regulations, and industry standards, including HIPAA guidelines

• Oversee training programs for call center staff, ensuring proficiency in phone etiquette, customer service skills, and product knowledge

• Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner

• Prepare reports and presentations on call center performance, presenting findings to senior management as needed

• Stay informed about industry trends, technological advancements, and best practices in call center management

Requirements:

• Bachelor's degree in business administration, healthcare management, or related field preferred

• Minimum of 3 years of experience in call center management, preferably in a medical practice or healthcare setting

• Proven track record of successfully managing a high-volume call center, with the ability to coordinate 4-5k calls per day

• Strong leadership skills with the ability to motivate and inspire team members to achieve goals and objectives

• Excellent communication and interpersonal skills, with the ability to interact effectively with staff at all levels of the organization

• Proficiency in call center software and technology, including CRM systems and telephony platforms

• Ability to analyze data, identify trends, and make data-driven decisions to improve performance and efficiency

• Knowledge of healthcare regulations and compliance requirements, including HIPAA

• Exceptional organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment