Director of Contact Center

The Director of Contact Center executes the vision for the operation ensuring the Call Center meets customer and organization needs. The successful candidate will be continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. Core duties include management and leadership of processes for the continuous improvement of the customer experience.

Responsibilities

• Timely and optimal scheduling of all new Patient appointments.

• Improve conversion rate of calls to occurred appointments.
• Increase occurred appointment rate.
• Decrease No Show/Cancelled/Rescheduled appointment rate.
• Increase the accuracy/completeness of patient information entered.
• Improve timely confirmation rate for all appointments.

• Improve performance for Patient Intake, throughout the Contact Center and all office Receptionists.
• Improve Customer Service throughout the organization.
• Reduce scheduling gaps.
• Monitor performance by reviewing relevant reporting data and producing statistical reports.
• Oversee accurate registration and scheduling of new leads for appointments by adhering to established scripts and procedures.

• Ensure that staff are accommodating the scheduling needs of existing patients, including scheduling future appointments, and addressing schedule changes.
• Ensure that entire treatment plan is scheduled (if needed) at initial visit appointment.
• Perform recalls, confirmations, and tasks for leads for existing or former patients.
• Ability to answer questions for patients and addresses concerns using established scripts and procedures.
• Responsible for after hours coverage as assigned.

• Oversee that onsite staff prepare patient charts and schedules for the next day.
• Demonstrates knowledge of services, professionalism, and outstanding customer service.
• Build and update Scripts/Training modules as needed.
• Performs other related duties as assigned.

• Associates degree required; bachelor’s degree preferred
• 8-10 years of call center or customer service experience required
• 5 years of supervisory experience required
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to a Call Center

• Medical
• Dental
• Vison
• PTO
• 401k & Match