What are the responsibilities and job description for the Manager - Patient Experience Center position at Rock Dental Brands?
It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
Are you passionate about leading a team of compassionate and service-oriented representatives? As the Patient Experience Center Manager, you will play a critical role in fostering a culture of service excellence at Rock Dental Brands. This role focuses on supporting our clinics by ensuring we schedule as many patients as possible, provide accurate information, and maintain a positive patient experience.
Key Responsibilities
We're committed to bringing passion and customer focus to the business.
Are you passionate about leading a team of compassionate and service-oriented representatives? As the Patient Experience Center Manager, you will play a critical role in fostering a culture of service excellence at Rock Dental Brands. This role focuses on supporting our clinics by ensuring we schedule as many patients as possible, provide accurate information, and maintain a positive patient experience.
Key Responsibilities
- Team Development and Training:
- Train and develop current team members to meet individual and team performance targets.
- Provide guidance, feedback, and encouragement to enhance call quality, workflow, and attendance.
- Conduct weekly employee dialogues to discuss successes, opportunities, culture, and career succession planning. Conduct mid-year and annual performance reviews with each individual team member.
- Facilitate monthly team training with evolving material that sharpens tactical and soft skills for superior patient experiences.
- Track, plan for and monitor attendance for the team to manage the department's schedules.
- Patient and Employee Experience Enhancement:
- Monitor and analyze patient satisfaction data from internal (clinic) and external (patient) sources.
- Collaborate with leadership to address issues, recommend process improvements, and drive patient-centric initiatives.
- Develop policies and procedures. Train and implement policies and procedures that ensure a consistent and exceptional patient experience across the team.
- Work closely with clinical operations to help streamline processes and communications between the Support Center and the practices.
- 8x8 Phone System Administration:
- Serve as the contact center administrator in 8x8, Rock Dental’s phone system platform.
- Troubleshoot call routing and quality issues.
- Set up new clinics to route to the Patient Experience Center (PEC).
- Collaborate and consult with other departments on 8x8 phone projects.
- Data Reporting and Performance Metrics:
- Generate and deliver daily and monthly call center performance reports, including metrics like transfers, missed/answered calls, and average calls per agent.
- Review dashboards to monitor productivity and ensure performance goals are achieved.
- New Hire Training and Onboarding:
- Create impactful first-day experiences for new employees, setting the tone for a best-in-class workplace.
- Collaborate with recruiting to schedule interviews, hire top talent, and onboard new team members effectively.
- Proven experience as a call center manager or team lead.
- Strong organizational and leadership skills.
- Experience in patient or customer service roles.
- Proficiency in Google Workspace (formerly G Suite).
- Familiarity with performance evaluation processes and tools.
- Exceptional communication and negotiation skills.
- Analytical problem-solving abilities to resolve patient issues and generate actionable insights.
- Conflict resolution skills with the ability to remain flexible and professional in all situations.