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.