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Call Center Operations Manager

2 months ago

Asheville, North Carolina, United States EmergeOrtho Full time
Job Summary

EmergeOrtho is committed to delivering exceptional musculoskeletal care to our patients. As a key member of our team, the Call Center Manager plays a vital role in ensuring seamless patient access and customer service.

Key Responsibilities
  • Team Leadership: Supervise a team of appointment/triage specialists and referral coordinators, providing guidance, support, and direction to ensure optimal performance.
  • Staff Development: Assess candidate applications, conduct interviews, and develop training programs to enhance staff skills and knowledge.
  • Quality Assurance: Conduct periodic quality assessments of call center staff, identifying areas for improvement and implementing corrective actions.
  • Process Improvement: Analyze and optimize call center processes, implementing changes to improve efficiency and reduce errors.
  • Communication: Develop and maintain effective communication channels with hospital leaders, staff, and patients, ensuring timely and accurate information exchange.
  • Technology Management: Oversee the maintenance and implementation of software and websites essential to call center operations, ensuring seamless integration with practice management systems.
Requirements
  • Education: High school diploma required.
  • Experience: Minimum two years of call center experience and two to three years of team leadership experience required.
  • Skills: Knowledge of medical terminology, practice management software, and work processing systems essential.
  • Qualifications: Previous supervisory experience, excellent communication and documentation skills, and ability to solve problems promptly.
Additional Responsibilities
  • Staff Supervision: Conduct performance reviews, disciplinary actions, and performance improvement plans as needed.
  • Schedule Management: Coordinate and implement schedules for call center staff, ensuring adequate coverage and minimizing downtime.
  • Training and Development: Develop and deliver training programs to enhance staff skills and knowledge.
  • Quality Control: Monitor and maintain quality standards, identifying areas for improvement and implementing corrective actions.
Working at EmergeOrtho

EmergeOrtho is a leading provider of musculoskeletal care, committed to delivering exceptional patient experiences. As a Call Center Manager, you will be part of a dynamic team dedicated to excellence in customer service and patient access.