Job Description

Job Description

Job Description

Empower Teams, Elevate Care, and Uphold Excellence.

Title: Call Center Manager

Department: Operations

Reports to: Operations Management Team

FLSA: Non-Exempt (Hourly)

Job Type: Full-time, 40 hours per week. On-site with the ability to travel to satellite clinics as required.

About Us:

At Retina Specialty Institute and Southern Eye Group we are dedicated to preserving and improving the gift of sight. As growing leaders in the field of ophthalmology, we utilize cutting-edge technology and the latest advancements in healthcare to provide exceptional care to our patients. Our commitment to excellence drives us to prioritize patient care above all else, ensuring that each patient receives the highest standard of treatment. We believe that by saving sight, we are not only preserving vision but also enhancing lives. Join our team and be a part of our mission to make a difference in the lives of our patients every day.

General Purpose of Job/Summary:

We are seeking an organized and results-driven Call Center Manager to join our team. The Call Center Manager ensures their team meets company goals while providing excellent patient support. Responsibilities include managing team performance, scheduling, and addressing any issues. Call Center Managers must also be able to perform all responsibilities of a Call Center Representative. If you have managerial experience and passion for optimizing healthcare experiences, we encourage you to apply.

Essential Duties and Responsibilities:

• Cultivate a positive work environment for Call Center staff by setting clear goals, providing routine evaluations, creating training and development opportunities, and celebrating team successes.
• Assist in the recruiting, hiring, and training of new Call Center staff.
• Manage disciplinary actions and address staff performance issues with support from Human Resouces and Operations Lead.
• Attend leadership meetings and present reports on key performance indicators.
• Work with internal and external leaders to develop and implement protocols, products, and procedures that optimize Call Center operations and address operational challenges.
• Create and manage call center schedules; utilizing data and adjust for staff unavailability to provide optimal call center staffing.
• Develop and monitor call center goals, action plans, objectives, and statistics to drive continuous improvement.
• Perform patient service recovery and escalate issues to the appropriate manager as needed.
• Coach Call Center team members through challenging customer service situations.
• Assist with the responsibilities of a Call Center Representative as necessary or as time allows.

Qualifications:

• High school diploma or equivalent.
• Must be willing and able to regularly travel to satellite clinics.
• Bachelor’s degree and 2 years of experience OR 6 years of related experience.
• Knowledge of medical terminology and healthcare operations.
• Preferred: Experience in an ophthalmology practice.

Required Skills & Abilities:

• Maintain a composed demeanor, pleasant attitude, and polished, professional appearance.
• Demonstrated proficiency with technology; familiarity with electronic medical records (EMR) systems, electronic scheduling systems (ESS), and a multi-line phone system.
• Will observe all company confidentiality requirements and HIPAA regulations to protect patient privacy and maintain HIPAA compliance.
• Friendly, helpful team player with a positive, customer-service attitude.
• Outstanding customer service skills; handles company business with the utmost professionalism, discretion, and tact.
• Exercise good judgement and take initiative to properly address and resolve issues.
• Strong analytical abilities; Able to understand and manipulate data to form improvement plans.
• Able to connect compassionately with patients and establish confident, trusting relationships.

Offered Benefits:

• Competitive salary commensurate with experience.
• Health, dental, and vision insurance.
• Life insurance, disability coverage, and ancillary benefits offered.
• 401k eligibility with company match.
• Paid time off and holidays.
• Opportunities for professional development and certification.
• Friendly, upbeat, and supportive work environment.

Equal Opportunity Employer:

Retina Specialty Institute and Southern Eye Group are equal opportunity employers. We value diversity and are committed to creating an inclusive environment for all employees. It is the policy of our companies not to discriminate on the basis of age, color, sex, disability, national origin, race, religion, gender identity, sexual orientation, veteran status or any other characteristic protected by law.

Physical Requirements and Work Environment:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions to the extent the Company may do so without undue burden.

This role involves sitting for extended periods at a desk and working on a computer. Occasional standing, walking, stooping, kneeling, crouching, reaching, and lifting up to 15 pounds may be required. Specific vision abilities needed include close, distance, peripheral vision, and focus adjustment.

The work takes place in a climate-controlled office with moderate noise levels.

Other Duties:

This job description provides an overview of key duties but is not all-inclusive. Responsibilities and tasks may evolve over time, and adjustments may be made as needed, with or without prior notice.

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