Job Description
Job Description
Department: Patient Services / Call Center
Schedule: Full-Time
Status: Exempt
A Private Practice in South Florida is seeking an experienced Call Center Manager to lead its patient communication center and ensure an exceptional customer experience. The ideal candidate is service-oriented, professional, bilingual, and skilled in overseeing high-volume call operations. This role manages call workflows, performance standards, staff training, and quality metrics to ensure patients receive accurate and timely assistance across multiple clinical locations.
What You’ll Do
- Lead and manage the Call Center team to ensure excellent patient service.
- Monitor call volume, hold times, call quality, and script adherence.
- Develop and implement call center processes, protocols, and training.
- Recruit, train, coach, and evaluate staff performance.
- Maintain communication with administrative and clinical departments.
- Ensure calls are routed accurately and patient concerns are addressed promptly.
- Track call metrics, prepare productivity reports, and manage payroll submissions for call center staff.
- Support patient satisfaction programs and survey initiatives.
Required Qualifications
- High School Diploma or equivalent required.
- Bilingual English/Spanish preferred.
- Supervisory experience required.
- 1–2 years of experience in a healthcare or HR-related role preferred.
- Strong customer service, leadership, and communication skills.
- Proficient in Microsoft Office and electronic health record systems.
Skills & Attributes
- Professional, friendly, and customer-focused demeanor.
- Strong organizational and multitasking skills in a fast-paced environment.
- Excellent verbal and written communication skills.
- Ability to maintain confidentiality and follow policies and procedures.
- Works independently and collaboratively with cross-functional teams.