What are the responsibilities and job description for the Healthcare Call Center Supervisor position at Quest Health, Inc?
Job Title: Healthcare Call Center Director
Location: On-site, Coral Springs, FL
About Us:
At Quest Health Solutions, we are dedicated to providing exceptional customer service and ensuring a positive patient experience. As a customer service/patient experience specialist, you will play a key role in creating a welcoming and supportive environment for our patients. Our mission is to deliver the highest standard of care and comfort to those we serve.
Job Description:
As the Call Center Director, you will lead and shape the direction of our call center operations, driving performance in patient qualification, patient acquisition, compliance, and customer service. With a focus on both operational efficiency and strategic growth, you will play a key role in shaping our approach to patient acquisition patient engagement, team leadership, and performance optimization.
Key Responsibilities:
- Operations Management: Lead and manage operations for our call center, ensuring alignment with business goals, consistency in performance, and adherence to company standards.
- Lead Generation Strategy: Develop and implement effective strategies to maximize qualified lead generation, leveraging data-driven insights, dialer systems, and industry best practices to optimize conversion rates.
- Team Leadership & Development: Recruit, train, and mentor high-performing team leads and agents, fostering a culture of excellence, growth, and continuous improvement. Focus on team engagement, development, and retention to ensure long-term success.
- Strategic Business Partnership: Collaborate with leadership to assist in achieving business objectives, providing guidance on performance management, and recommending solutions for enhancing operational efficiency.
- Performance Optimization: Establish and monitor KPIs across all locations, analyzing trends, optimizing workflows, and implementing improvements to drive results and achieve business goals.
- Data & Lead Management: Focus on lead and data management, ensuring efficient tracking, analysis, and process optimization to improve conversion rates and overall operational efficiency.
- Compliance & Industry Expertise: Experience in regulated industries (e.g., healthcare) is a plus, particularly with an understanding of patient qualification, compliance, and customer service requirements.
Qualifications:
- Proven Leadership: Extensive experience managing large teams—ideally with over 100 employees—demonstrating the ability to lead and motivate teams to achieve and exceed goals.
- Operational Expertise: Proficiency with dialer systems and performance analytics tools, with the ability to set up, optimize workflows, and track metrics to improve operational efficiency.
- Track Record of Success: Proven experience leading call centers with a focus on lead generation, exceeding sales and conversion KPIs, and optimizing customer engagement.
- Strategic & Analytical Thinking: Ability to develop and execute strategic plans to improve performance, identify operational efficiencies, and drive business growth.
- Strong Communication Skills: Exceptional ability to communicate with teams, stakeholders, and leadership to influence and inspire performance at all levels.
- Educational Background: Bachelor's degree in Business, Marketing, or a related field (preferred).
Job Type: Full-time
Pay: $100,000.00 - $120,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Work Location: In person
Salary : $100,000 - $120,000