Patient Help Desk Manager

Description

Overview

This job description is more than just a list of duties—it’s a guide to help you focus on what truly matters. You’ll notice it’s intentionally centered around building and maintaining a cohesive, high-performing call center team, the Patient Help Desk. That’s followed by representing and advocating for this team and our patients within the Practice, and refining processes and procedures. This order reflects our priorities and should shape how you spend your time.

Our team is the heart of our Mission: To Dazzle each and every patient we serve. Broken or unclear processes can frustrate the team and negatively impact the patient experience. The same goes for poor scripting—just one off interaction can leave a lasting impression. That’s why monitoring, representing, and advocating for your team—by promoting strong accountability and communication, maintaining feedback loops, and creating necessary access to information—is absolutely essential to your success in this role.

Your consistent, focused leadership in these areas makes a real difference and helps elevate our practice into something we can all be proud to be part of. With sincere gratitude—thank you for the way you Dazzle our team and our patients. We believe MEC will continue to Dazzle you right back. Now, let’s get to it!

Build and Maintain a Cohesive Team

McFarland Eye Care will only ever be as good as its collective Team and the role you play is an essential part of building and maintaining a Dazzling Team. Here are the basic responsibilities:

1. Hire and maintain a high-functioning Patient Help Desk Team that demonstrates and adheres to MEC’s core values. You play a central role in both hiring and offboarding, serving as the key filter to ensure that every team member brought into—or retained within—our practice embodies our core values and shares our commitment to excellence.
   1. Knock Their Socks Off. This is our way of saying empathy matters. Our Team needs to be able to demonstrate empathy in the interview process through specific questions meant to help bring this out. It also needs to be stressed that our expectation is to knock not only our patients socks off, but our Team’s, too. How can we help?
   2. Everything Speaks. Every touchpoint a patient has with us tells a story—and we want that story to be, “We are experts, here to listen and help with your eye care needs.” The details of our patients’ experience matter. That’s why we need detail-oriented team members who are mindful of every aspect of that journey. Whether it’s accurately documenting patient information or upholding our core values during conversations, these small moments send a big message: that we value our patients and are fully invested in their care and experience.
   3. Plug In. We want our Team to take real ownership of their role at MEC— to show up each day with the mindset that their name is on the building. Because in so many ways, it is. The work you do shapes the experience we deliver, the reputation we build, and the pride we all share in being part of something meaningful. We want our Team to feel proud— proud to refer their family and friends, and proud to say, “I’m a part of that place.” That kind of pride doesn’t come from just clocking in; it comes from caring deeply, showing up fully, and plugging into our mission, our patients, and our culture.
   4. Play. Pouring into our patients and our Team takes heart, focus, and a lot of energy. That’s why play is part of our commitment—it’s how we refill the tank, bring joy into the day, and reconnect with each other. It’s not just a perk, it’s a priority. We look for the spirit of play in our Team. Are you someone who lifts the room, brings positive energy, and helps others feel seen and supported? Or do you drain the energy around you? The answer matters—because the energy we bring shapes the culture we all share.
2. Facilitate effective and timely communication among your Team, engaging with other Team members to maintain proper communication loops. You play a pivotal role in making sure your Team is connected to the information and procedures they need (as well as keeping other MEC Team members informed) and that starts by establishing and maintaining dependable lines of communication within your team and across the Practice.
   1. Weekly Team meetings. You should hold a weekly Team meeting attended by all Team members. The purpose is to: 1) reinforce process updates that are disseminated through the bi-weekly process update, published by our Director of Compliance and Process Improvement, 2) review company updates, 3) discuss phone calls from quality assurance reviews and 4) discuss on-going topics specific to your Team. This meeting should last no more than 30 minutes.
   2. Sit-down conversations. We know that our Team responds well to one-on-one time with their direct manager. You should find a setting where there isn’t a desk between you and the Team member, and invite candid feedback, trying to listen more than speaking. Address what matters and tailor each conversation to the Team member in front of you. Consider documenting via a Coaching to record important talking points so you can both reference them. This will also help take the stigma out of coaching forms.
   3. Team emails and messages. To vary our communication channels and occasionally provide necessary documentation, emails will of course be a part of that communication mix and should be to the point while also providing relevant context for the info we’re providing…don’t just drop your Team into a topic, tell them a story! Other updates and requests will be necessary outside of e-mail; use Microsoft Teams to communicate and initiative requests as necessary.
3. Connect Team with training. You should be well versed in using the same platforms used by our Team, including Paycom, Nextech, Clearwave, and the Microsoft 365 Suite of Apps (including Microsoft Teams, Outlook, Excel, and Word). Additionally, you should be prepared to connect your Team with the training they need on these platforms and other relevant skills, be it direct one-on-one training or assigning time with another Team member that can provide training.
4. Create a sense of Play. Play is our way of pouring energy back into our Team. Maybe you like nerf gun wars, blind gummy bear taste tests, or playing bean-boozled, etc. Find what works for your Team…and make it a part of your Team’s culture! Below is a standard to set as a baseline.
   1. Anniversary cards. Take the time to deliver a handwritten anniversary card to your Team members.
   2. Birthday cards. Recognize team members with signed birthday cards.
5. Observe your Team. Make it a priority to regularly observe and connect with your team. Set aside time each week to shadow their work, listen in on calls, and ask thoughtful questions. Your presence shows that you care—not just about performance, but about their daily experience. By uncovering small frustrations and offering support, you build trust, show respect, and create a stronger, more collaborative environment.
6. Accountability, accountability, accountability. Lean into the conversations you’d like to avoid—the ones you know need to happen. Approach them with a genuine desire to see your team member succeed. When your intent is rooted in support and growth, that energy comes through. Listen more than you speak. Invite their perspective and be open to hearing all sides of the story. Meaningful, honest dialogue builds trust, creates clarity, and opens the door for real progress.
7. Do not tolerate bad apples, they will spoil the whole bunch. Maintain a high-performing team culture. Do not tolerate consistently negative or disruptive behavior from team members. One individual's poor attitude or lack of accountability can undermine morale, productivity, and overall team performance. Address issues promptly and fairly, using coaching, documentation, and corrective action when necessary. Uphold high standards and foster a culture of respect, collaboration, and shared responsibility.

Reach for Operational Excellence through Processes and Procedures

This position is responsible for fostering a honed Patient Help Desk that is consistently capable of delivering exceptional patient care and meets MEC’s expectations of operational performance. What follows are key areas that require consistent focused attention.

1. Plan, organize, direct, and coordinate the operations of the Patient Help Desk. As the leader of the Patient Help Desk team, you’ll bring clarity, focus, and energy to the work that helps us Dazzle our patients every day. You’ll guide your team to deliver an exceptional experience while staying on track with daily tasks and department goals. You’ll build thoughtful schedules to ensure the right coverage in our call center environment. You’ll keep a close eye on clinic schedules, appointment templates, and worklists—making sure every appointment is filled with the right patient, the right info, and the right preparation. You’ll also collect and apply patient balances during calls, ensuring financial conversations are handled with care.

In this role, you’ll also manage appointment worklists, coordinate referrals, schedule testing, and handle other key departmental workflows. You’ll be hands-on in documenting processes, creating training materials, and leading continuous improvement efforts to make things smoother, smarter, and more patient focused. In short, you’ll be at the center of a high-impact team—driving excellence, building confidence, and shaping a patient experience we can all be proud of.

2. Monitor patient calls and communications. Listening to patient phone calls is one of the most impactful and important parts of this role. These conversations are often a patient’s very first impression of us—and they set the tone for everything that follows. That’s why we lean in and listen closely: not just to hear what’s said, but to uncover opportunities to grow, improve, and dazzle. Are there specific team habits we need to shift? Are some responses falling flat when they could be warm and welcoming? Could our scripting be clearer, more compassionate, more Dazzling? These are the kinds of questions that help us raise the bar.

MEC is equipped with powerful tools to help us monitor and elevate the quality of our communication—from call recordings and call detail reports with AI insights, to reporting for SMS and other messaging platforms. These tools give us real-time visibility into when patients are reaching out, how we’re responding, and where we can do better.

And don’t underestimate the power of direct patient feedback—it’s gold. When a patient takes the time to share their experience, it’s a chance for us to listen, learn, and respond with intention. Be sure to document that feedback and pass it along to the appropriate leader so we can continue improving every step of the way. Because every call, every message, and every interaction tells our patients: we see you, we care, and we’re here to help.

3. Maintain Dazzling customer service and perform customer service recovery quickly as necessary. In any call center environment, challenging calls and patient concerns are part of the landscape. What matters most is how we respond. In this role, you’ll serve as the primary patient satisfaction manager for your team—stepping in to speak with unsatisfied patients, listening with empathy, and working toward meaningful resolutions. Your role is not just to solve problems, but to represent the heart of our service: care, accountability, and trust. As you gather the details, you may need to collaborate with other managers and team members to ensure each concern is fully addressed and nothing is left unresolved.

When we inevitably miss the mark—and we will from time to time—move quickly, own it fully, and make it right. That mindset should be modeled and encouraged across your team. Back your team up, especially when they’re in tough spots. Be the leader who shows them how powerful it can be to take responsibility with grace. Never underestimate the power of falling on the proverbial sword. A sincere apology can disarm frustration, build trust, and turn a negative experience into one that leaves a lasting positive impression.

And when a concern needs more attention or escalated support, report directly to our CEO. We take these moments seriously, because they’re opportunities not just to fix a problem, but to grow stronger as a team and as a practice.

4. Be an extension of your Patient Help Desk Team—not just their leader, but their teammate. While you are responsible for guiding and empowering your Team to meet MEC’s schedules and goals, your role also includes jumping in alongside them—especially during busy call times or when someone is out. Whether it’s answering phones, sending SMS messages or emails, triaging concerns, taking messages, or troubleshooting issues, you’ll lead by example. Your willingness to roll up your sleeves and support the day-to-day work builds trust, strengthens the team, and shows that no task is too small when it comes to serving our patients with excellence.

5. Monitor phone call flow, being mindful of patient wait times. MEC has set operational goals with respect to queue wait times and connecting patients with our Team (goal of 15 seconds or less to connect to a live person). Monitoring and reporting on these metrics is crucial—do we have the coverage to handle the volume of calls we’re receiving? Do we have all Team members signed in and taking calls?

Advocating for your Team and for our Patients

You should be PHD’s best advocate; as well as a voice for our patients’ concerns. Maintaining proper communication channels as well as sharing information and feedback within MEC—is critical for success. Developing customer service strategies that Dazzle our patients and Team members will foster reputation and trust not only within your Team, but throughout our Practice, and most importantly, our patients.

1. Develop and maintain strategies to improve communication and satisfaction. Foster an environment where your Team feels comfortable expressing their ideas and asking “stupid” questions. When this happens, your Team will be more willing to say what they really mean instead of just playing along. Communication is only valuable if it’s honest. Leading by example will be crucial—question your Team when things are unclear and work with other MEC team members when you don’t have answers.

You will also need to control the flow of your Teams conversations internally and serve as a gatekeeper for communications and requests from others to your Team. It’s important to notice when communication lines or channels are faltering. If a Team member is being overly aggressive or interrupting, you need to create a space for others to communicate. If there are lapses in communication channels, work to bridge any gaps.

2. Dazzle our Patients and Dazzle your Team.  Customer service best-practices, call scripting, and other training will sharpen your Team’s ability to adapt to many questions our patients have with consistent Dazzling responses! Encourage your Team to engage with our patients and instill what a privilege it is for us to serve our patients when they choose MEC!

Dazzle your Team by being their best example, setting the bar high (and higher), and recognizing the wins! It takes work to give our best and rise to the challenges and opportunities of the day. Celebrate these successes and milestones to lift your Team.

3. Lead with Awareness and Accountability.  Be the eyes and ears of your department and our patients—when something feels off or isn’t working right, speak up. Encourage your Team to do the same by creating a culture where awareness is action and feedback fuels improvement. Whether it's a patient concern, a process gap, or a teammate who needs support, step in early and lead with intention, escalating to upper management as necessary. Protecting our standards, our patients, and each other starts with accountability—see it, say it, solve it.

Vital Reports to Monitor

Qualifications

Education

 Required:     

• High School Diploma or equivalent.

Desired:

• Acquire and/or maintain CPSS certification.
• Associate degree in business, communications, or healthcare related field

Experience/Skills/Other Requirements

Required:

• 3 Years Call Center experience
• 2 Years Supervisory / Management experience
• 1 Years Experience in a healthcare office
• Ability to work in a professional, positive, and pleasant way with other Team members.
• Typing ability of 35 wpm.
• Basic proficiency with computers preferably with Microsoft 365 apps (Teams, Outlook, Word, Excel) and other productivity apps (Adobe Acrobat, Internet Browsers)
• Operate office equipment such as multi-lined phones, printers, faxes, copiers, and scanners.
• Communicate clearly and effectively with patients and team members via phone and email.
• React calmly and effectively in stressful situations

Physical/Mental Demands:

• Regularly stand, walk, and sit.
• Occasional stress from workload or from dealing with upset patients, frustrated team members, or emergency situations.
• Normal vision and hearing needed.
• Must be able to lift up to 25 pounds.