Description

Must be located in the Houston or Dallas region, we want to hear from you. 

Do you wake up every morning inspired to solve problems and make a meaningful impact in health care? If so, we want to hear from you.

Innovista Medical Center is more than a clinic. It's a community hub. Many still feel unseen, unheard, and unsupported when seeing a health care provider. By putting our patients' needs first, we are transforming what it means to get exceptional care. We don't just treat symptoms. We focus on whole-person health—physical and mental well-being, disease prevention, and thoughtful management of chronic conditions.

Innovista Medical Center provides primary care and walk-in services for people of all ages in ten locations in Dallas and Houston. We provide comprehensive healthcare services, including in-office lab work, vaccines, imaging, and telemedicine.

Our values help define the patient experience and how we treat each other.

• HEARD: Our care starts with listening well to build relationships and trust.?
• UNDERSTOOD: We offer an experience recognizing every patient's history and background.?
• IN CONTROL: We provide one place for all primary care needs for the whole family.?
• ACTIVELY SUPPORTED: We ensure patients are not alone in the care process, which is much more than what happens during a visit.?
• SEEN: We honor the entirety of who each patient is and care for them at the highest level.

If you are looking for a rewarding medical career, we look forward to hearing from you!

We're thrilled to announce a dynamic opportunity for you to become an integral part of our Texas team. As an onsite contributor, you'll play a key role in pioneering a pathway toward a more streamlined and effective healthcare system.

JOB SUMMARY:

We are seeking an experienced and motivated leader to lead our team of Medical Call Center Agents in providing exceptional service to patients and healthcare professionals. As a manager, you will be responsible for overseeing daily operations, managing staff performance, and ensuring efficient communication within the call center. If you have a strong background in call center management, excellent leadership skills, and a passion for healthcare, we encourage you to apply.

DUTIES AND RESPONSIBILITIES: 

1. Team Leadership: 

• Provide guidance, support, and direction to a team of Medical Call Center Agents.
• Monitor staff performance and conduct regular performance evaluations.
• Foster a positive and collaborative work environment to maximize team productivity and morale.

2. Operational Oversight:

• Oversee and support daily operations of the call center, including call volume management and scheduling.
• Ensure adherence to established protocols and guidelines for delivering high-quality service.
• Identify areas for improvement and implement strategies to optimize efficiency and effectiveness.
• Take calls when needed to assist with quality and volume, ensuring smooth operations during peak periods.

3. Training and Development:

• Assist with training sessions for new hires and ongoing training for existing staff.
• Provide coaching and mentorship to enhance staff performance and patient service skills.
• Stay updated on industry trends and best practices to continually improve call center operations.

4. Quality Assurance:

• Monitor call quality and provide feedback to agents to ensure consistency and adherence to standards.
• Implement quality assurance measures to maintain service excellence and patient satisfaction.
• Address patient complaints or escalations in a timely and effective manner.

5. Reporting and Analysis

• Generate reports on call center metrics, including call volume, response times, and patient satisfaction.
• Analyze data to identify trends, issues, and opportunities for improvement.
• Make recommendations for process enhancements and operational efficiencies based on data insights.

Requirements

• Proven experience in call center management or supervisory roles, preferably in a medical or healthcare setting.
• Strong leadership skills with the ability to motivate and inspire team members.
• Excellent communication and interpersonal skills.
• Ability to handle multiple tasks and prioritize workload effectively.
• Familiarity with HIPAA regulations and healthcare industry standards.
• Successful completion of Epic training is required as a condition of employment.

BENEFITS:

We are committed to creating a culture where everyone feels important, welcomed, and included. We demonstrate this commitment by offering a comprehensive benefits package that fosters opportunities for growth and advancement and supports the physical, mental, and financial wellbeing of our team members.

HEALTH & WELLBEING

• A choice health coverage, including HMO and PPO, plus Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Dental and vision coverage
• Company-paid benefits (short- and long-term disability, employee life, and accidental death and dismemberment)
• Employee Assistance Program
• Discounts and perks on gym memberships, shopping, travel, recreation, and more

FINANCIAL GROWTH

• A yearly discretionary bonus
• 401(k) with a company match
• Rewarding employee referral bonuses

WORK/LIFE BALANCE

• Generous paid time off policy that increases with tenure
• Nine paid company holidays three Diversity Days
• Paid Parental Leave (up to 6 weeks, subject to applicable waiting period)
• Potential to work hybrid or remote and/or create a flexible work schedule (role specific)

JOB SATISFACTION & ADVANCEMENT

• Clear career advancement and growth pathways
• Continuous education opportunities
• Diversity, Equity & Inclusion Committee with various Business Resource Groups you can join
• Company-wide socials and gatherings
• "Dress for Your Day" policy
• An open-door policy that encourages direct communication with our CEO and upper management, fostering transparency and inclusivity in our work culture

Benefits may be subjected to an applicable waiting period.