Call Center Manager

JOB SUMMARY

The Call Center Manager oversees and influences patient satisfaction by ensuring incoming calls are answered in a professional, courteous, and timely manner. This role ensures patients are greeted respectfully, supported with accurate information, and assisted with inquiries or concerns. The position requires a high commitment to service excellence and supports communication throughout the organization.

QUALIFICATIONS / EDUCATION

• High School Diploma or equivalent required.

• Bilingual English/Spanish preferred; must be able to read, write, and speak English.

• 1–2 years of experience in Human Resources preferred.

• Basic computer proficiency (MS Word, Excel, internet navigation, electronic health records, e-faxing, email).

• Strong customer service and independent decision-making skills.

• Supervisory experience required.

CERTIFICATIONS / LICENSES

• None required.

ABILITIES / SKILLS

• Basic computer skills and ability to understand and use scheduling/appointment systems.

• Excellent customer service, communication, and telephone etiquette.

• Professional verbal and written communication skills, including public speaking.

• Cheerful, engaged, knowledgeable, and polished demeanor; must maintain a professional and welcoming attitude.

• Strong organizational skills with the ability to multi-task in a fast-paced environment.

• Detail-oriented with ability to perform under pressure.

• Strong teamwork ability and skill in managing high-volume interpersonal interactions with tact and diplomacy.

• Ability to work independently and interact effectively at all organizational levels.

• Ability to maintain confidentiality at all times.

• Must be able to follow policies, procedures, and work flexible schedules and locations.

SUPERVISORY RESPONSIBILITIES

• Recruits, interviews, and selects employees.

• Consults with managers to resolve departmental challenges including equipment issues, performance, and staffing levels.

• Conducts performance conversations and addresses job-related concerns.

• Trains employees in job duties and company policies or arranges external training as needed.

ESSENTIAL DUTIES & RESPONSIBILITIES

Department Leadership

• Oversees the Call Center department, including operations, staff, and assets.

• Develops and executes call center operational strategies to ensure service goals are met.

• Maintains daily communication with center coordinators to ensure call handling expectations are executed.

• Promotes a culture of service excellence, open communication, collaboration, and teamwork.

Customer Service & Quality Assurance

• Ensures calls are answered professionally and on or before the third ring.

• Monitors hold times, call quality, and adherence to scripts for compliance and training purposes.

• Ensures patients are assisted without being left on hold without needs assessed.

• Ensures staff provides accurate practice information (office hours, addresses, providers, etc.).

• Troubleshoots patient concerns and schedules appointments when necessary.

• Participates in and oversees Patient Satisfaction Survey processes and data entry.

Training & Staff Development

• Recruits, trains, orients, and evaluates call center staff.

• Develops in-house training programs to improve performance and customer service.

• Motivates, coaches, and counsels staff effectively.

• Maintains knowledge of call center best practices and industry standards.

Reporting & Administrative Tasks

• Tracks productivity and performance through data collection and reporting.

• Maintains and updates telephone directories.

• Responsible for timekeeping, payroll submission, and attendance records for the call center.

• Communicates schedule changes (physician cancellations, staff absences, PTO, etc.) to appropriate personnel.

• Sends tasks in Intergy to designated personnel.

• Reports non-functioning phone lines or systems promptly.

Communication & Coordination

• Maintains communication with administration, department leaders, and staff.

• Screens and routes calls to appropriate personnel in a timely manner.

• Ensures voicemail and phone messages are properly routed and addressed.

• Coordinates cross-department workflow and policy implementation with other managers.

Other Duties

• Represents the organization professionally at events and outreach activities.

• Performs additional duties as assigned.

What We Offer:

• Competitive salary
• Comprehensive benefits package, including:
• Health Insurance
• Dental & Vision Coverage
• 401(k) Retirement Plan
• Supportive team environment
• Opportunities for growth and advancement