Description

With the expertise of revolutionizing dental care, HighFive Healthcare powers all operational efficiencies so our Endodontic and Oral Surgery practices can focus on what matters most – taking care of patients. HighFive Healthcare is a collaboration of sophisticated healthcare, financial, and human resources professionals with 70 years of combined operations management experience. 

The Call Center Director is responsible for overseeing operations in a patient service call center. This role will oversee the management of all call center staff and ensure they maintain the company’s expectations and production levels. 

Duties and Responsibilities

• Implement policies and standard operating procedures of the Value Creation Center (VCC).
• Set standards and guidelines for phone call interactions with patients and referring doctors. 
• Monitor patient calls and interactions to ensure that the expectations are met. 
• Analyze operations of the VCC and drive continuous process improvement efforts.
• Actively manage incoming calls, call routing, and staff availability to ensure all calls are answered timely and responded to appropriately.
• Review phone volume trends and evaluate staffing models to provide sufficient phone coverage. 
• Continuously monitor, analyze, and report call center data. 
• Review quality performance measurements and create action plans that lead to improvement.
• Ensure that all escalations or complaints are resolved in a timely manner.
• Communicate, provide support, and maintain relationships with practice partners that utilize phone and scheduling services within the VCC. 
• Hire, lead, and train a highly motivated team capable of exceeding performance expectations.
• Coordinate team member schedules to ensure phone coverage to meet targeted KPIs. 
• Observe phone calls and scheduling processes from our practices to develop training material and train team members before call center integrations. 

Requirements

• 3-5 years of experience in a contract center environment.
• Bachelor’s degree in business or a relevant field is strongly preferred.
• Previous experience in the healthcare field preferred.
• Demonstrated ability to work in a fast-paced environment.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Knowledge of online call center phone and tracking systems.
• Ability to prioritize and manage multiple responsibilities.
• Experience leading a team.
• Proficient technology and computer skills.
• Ability to interpret and analyze performance metrics and use data to drive decision-making. 
• High level of organization and attention to detail.
• Excellent problem-solving skills.

Benefits

• Medical, Dental and Vision Insurance
• Life Insurance and Long and Short-Term Disability
• PTO
• 401(K)

Additional Information: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.