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Title

Healthcare Call Center Manager 

Category Healthcare Management  
Description

LOCATION: 1915 Indian Wood Circle Maumee, OH 43537

POSITION SUMMARY: The Healthcare Relations Manager is responsible for hiring, training, and elevating all Healthcare Relations Scheduling Coordinators to maintain positive provider relationships and enhance the total patient experience through first call resolution. This position requires a motivated leader with the ability to quickly review available reporting and create actionable steps to ensure organizational goals are met. The Healthcare Relations Manager bridges provider and patient relationships by fostering excellent communication across multiple practices and the Central Support System.

ESSENTIAL RESPONSIBILITIES:

  • Monitor and manage call statistics and benchmarks related to the department (i.e. hold times, live answer, abandon rates, etc.)
  • Monitor call quality and overall customer experience
  • Assess staff performance
  • Provide appropriate coaching and accountability
  • Monitor and manage schedules per standards and capacity
  • Conduct weekly team meetings
  • Assist staff in their essential responsibilities, as necessary
  • Perform administrative duties as related to staff, performance, asset risk, and financial management
  • Promote a safe, clean, organized and inviting environment
  • Assume additional responsibilities as determined by the Healthcare Relations Director

COMPETENCIES:

  • Teamwork/Organization
  • Place a high importance on building provider, patient, and team rapport
  • Create a culture within the department that inspires team members to reach their full potential
  • Provide the necessary training and feedback to ensure performance aligns with our mission statement
  • Find new ways to generate excitement and encourage employee retention through positive reinforcement and recognition
  • Encourage open communication to cultivate cohesive teams that will provide the highest level of service to our providers and patients
  • Lead by example
  • Time Management
  • Detail oriented, self-starter, with strong organizational skills
  • Proactive, adaptable, with the ability to work under pressure to accomplish projects and meet deadlines in a fast-paced environment
  • Communication Skills
  • Communicate with detail and purpose
  • Listen to understand, not always to respond
  • Adapt communication style to the individual or audience
  • Create a vision through motivational coaching
  • Vocalize expectations and hold team members accountable
  • Possess strong written skills to effectively communicate across the organization
  • Business Accountability
  • Identify ways to improve operational processes that support organizational goals
  • Prepare and analyze reporting to guide decision-making
  • Correlate data with behaviors placing an emphasis on productivity
  • Look for operational and experience improvements and implement plans of action
  • Possess sound business sense and decision making skills
  • Review benchmarks and statistics to ensure department is operating at maximum efficiency
  • Planning/Managing Initiatives
  • Embrace change and adapt quickly to evolving processes and practices
  • Thrive on exceeding benchmarks and goals
  • Promptly resolve concerns that can result in a negative impact

EDUCATION AND/OR EXPERIENCE:

  • High school graduate, or equivalent
  • Call center experience required
  • Management experience required
  • Experience in optometry or ophthalmology preferred

PHYSICAL DEMANDS AND WORK ENVIRONMENT (per ADA guidelines):

  • Physical requirements: Sedentary work. Involves sitting most of the time.
  • Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
  • Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
  • The worker is required to have close visual acuity to perform each activity.

In addition to the expectations listed above, each employee must demonstrate a commitment to the organization's Values, Standards of Conduct, Standards of Care and Vision Today principles.

 
Position Requirements  
Full-Time/Part-Time Full-Time  
Shift Days  
Pay Rate  
Position Status Full time with full benefit opportunities  
Manages Others Yes  
Travel Required No  
Position Healthcare Relations Manager  
Exempt/Non-Exempt Non-Exempt  
Location Central Support-OH  
About the Organization The vision of the doctors and staff of Midwest Eye Consultants is to provide our patients with excellence in eye health care. In order to fulfill this vision, the doctors of Optometry and Ophthalmology, along with our technicians, opticians and patient services staff, embrace the ongoing evolution in eye care through expanded technology and knowledge. In addition, our doctors of optometry work hand in hand with doctors of ophthalmology, enabling us to provide both primary and secondary care.  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
supervisorUID None Specified 

This position is currently accepting applications.

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