What are the responsibilities and job description for the Customer Care Manager position at The Plastic Surgery Center?
Advanced Reconstructive Surgery Alliance (ARSA) and its affiliates TPSC, SMM and TCOPS are the largest Plastic Surgery medical practice in the country. Our expanding team of top tier physicians, coupled with our continued medical advancements, allows us to offer patients extraordinary clinical services with a 5-star experience. We have a bold vision with a desire to revolutionize the industry, meeting patient needs while favorably transforming their lives. Common across the enterprise is not only the commitment to providing safe patient care, but to employee satisfaction and growth opportunities.
Job Summary
The Customer Care team manager is responsible for overseeing all the components of a traditional call center and its agents, paying special attention to appointment conversion, hourly/daily metrics and measurement, and overall functionality of the phone system.
Responsibilities:
- Oversees daily operations of the Customer Care Team
- Supervises the training of all Customer Care Team agents
- Communicates with other departments regarding any issues pertaining to new patients, appointment booking, doctor schedules and/or accounts.
- Provides information to patients and other relevant parties
- Develops and manages the schedule for Customer Care Team agents
- Maintains Customer Care Team job results by coaching, counseling, and mentoring employees
- Measure results and provide reports as needed
- Develops, manages, and updates physician and other provider scheduling templates for EMR scheduling system
- Monitors and manages agent time and attendance
- Recruiting and overall team development and growth
- Track call center data to ensure metrics are within standards
Qualifications and Skills:
- Bachelor’s degree preferred or equivalent experience
- Strong leadership skills, working with call centers in healthcare a plus
- Six years or more of management experience
- Ability to recommend and implement new protocols
- Ability to train other employees
- Knowledge of Practice Management/EMR software & VOIP Phone Management (GoTo phone system familiarity a plus)
- Good analytical and problem-solving skills
- Ability to prioritize workflow in a fast-paced environment
Compensation & Benefits:
- · Pay Range: $80,000-$125,000 annually
- the starting rate within this range for this role varies depending on a number of factors, including a candidate’s qualifications, skills, competencies, experience, and location.
- · Medical, Dental, Vision, Life, HSA and Long-Term Disability insurance
- · 401k and Profit sharing
- · Paid Time Off
- · Contribution to Health Benefits
- Company Discounts on Products & Services
Job Type: Full-time
Salary : $80,000 - $125,000