Job Summary
We are seeking a dynamic and compassionate Patient Services and Call Center Manager to lead our patient support team. In this vital role, you will oversee the daily operations of the call center and front desk, ensuring exceptional customer service and efficient patient communication. Your leadership will help create a welcoming environment for patients, streamline appointment scheduling, and manage inquiries with professionalism and care. This position offers an exciting opportunity to make a meaningful impact on patient experiences while fostering a motivated and high-performing team.
Responsibilities
- Supervise and coordinate the activities of the patient services (check in & check out) and call center team to ensure smooth operations.
- Manage patient inquiries via phone, email, and other communication channels with professionalism, courtesy, and efficiency.
- Oversee appointment scheduling, rescheduling, cancellations, and follow-up communications to optimize patient flow.
- Train and support staff on customer service best practices, phone etiquette, medical terminology, and data entry procedures.
- Monitor call quality, response times, and customer satisfaction metrics to continuously improve service delivery.
- Collaborate with medical staff to ensure accurate documentation of patient interactions and maintain confidentiality of sensitive information.
- Analyze operational data to identify trends, resolve issues proactively, and implement process improvements.
Skills
- Multilingual abilities are highly desirable to serve diverse patient populations effectively.
- Strong knowledge of medical terminology and experience in a medical office setting is preferred.
- Bilingual proficiency in English and another language enhances communication with a broader range of patients.
- Excellent computer skills including proficiency in data entry systems, electronic health records (EHR), and customer relationship management (CRM) software.
- Exceptional communication skills with a focus on clear, empathetic interaction over the phone and in writing.
- Demonstrated customer service expertise with a professional phone etiquette approach.
- Analysis skills to interpret operational data, identify areas for improvement, and implement effective solutions.
Ophthalmology/Optometry experience preferred.
Pay: From $29.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Health insurance
- Paid time off
Work Location: In person
