What are the responsibilities and job description for the Healthcare Call Center Manager position at Paradigm Oral Health?
Healthcare Call Center Manager
50% Travel Required
Location: Lincoln/Omaha Metro Area or Denver Metro Area
We are an elite oral surgery company dedicated to providing exceptional patient care and first-class service to our referring doctors. As we continue to grow, we are seeking a dynamic and strategic leader to serve as the Healthcare Call Center Manager. This role will oversee the operations, performance, and development of our Healthcare Call Center Manager call center team across multiple regions. If you are a visionary leader with a passion for excellence in healthcare service delivery, we want to hear from you!
Responsibilities:
- Lead and manage the Call Center team, providing guidance, support, and regular feedback to drive individual and team performance while fostering a positive and productive work environment.
- Conduct regular team meetings, training sessions, and performance evaluations.
- Identify staffing needs, recruit top talent, and develop team members to ensure appropriate practice support
- Set and monitor team goals aligned with Paradigm’s mission and objectives.
- Oversee phone operations, appointment scheduling, and to ensure accuracy and efficiency.
- Develop and execute strategies to optimize call and scheduling workflows, streamline processes, and elevate the customer experience
- Analyze performance data to assess areas of improvement and implement effective solutions
- Monitor patient communication workflows to optimize satisfaction and resolve concerns promptly.
- Ensure the team consistently delivers concierge-level customer service
- Act as the point of contact for escalated patients and referring office concerns, resolving issues professionally and efficiently.
- Build and maintain strong relationships with Paradigm providers, teams, and referring offices to enhance collaboration.
- Ensure adherence to HIPAA and other regulatory requirements.
- Monitor team compliance with confidentiality standards and practice policies.
- Manage post-operative and billing questions escalated by the team.
- Contribute to projects and initiatives to support the growth and success of the Paradigm network of practices.
Education and Experience:
- High school diploma or equivalent required; additional education or certifications in healthcare administration or related fields preferred.
- Minimum 5 years of experience in customer service, specifically call center, with leadership or supervisory experience preferred.
- Minimum 2 years of Healthcare or dental industry experience preferred.
Skills and Abilities:
- Strong leadership and interpersonal skills with the ability to inspire and motivate a team.
- Excellent organizational and multitasking abilities, with keen attention to detail.
- Proficiency in office software and understanding dental terminology.
