Call Center Operations Manager

Company Overview

Sycamore Medical Management is comprised of several Plastic and Reconstructive surgery practices, including The Plastic Surgery Center, the largest private Plastic and Reconstructive surgery practice in New Jersey. Our team of doctors has more than 100 years of combined experience, performing cosmetic surgery of the face, skin, and body. In addition to cosmetic plastic surgery, we offer advanced reconstructive procedures and innovative surgical techniques offered at few other facilities in the world for complex conditions, diseases and traumatic injuries.

Job Summary

The Customer Care team manager is responsible for overseeing all the components of a traditional call center and its agents, paying special attention to appointment conversion, hourly/daily metrics and measurement, and overall functionality of the phone system.

Responsibilities:

Oversees daily operations of the Customer Care Team

Supervises the training of all Customer Care Team agents

Communicates with other departments regarding any issues pertaining to new patients, appointment booking, doctor schedules and/or accounts.

Provides information to patients and other relevant parties

Develops and manages the schedule for Customer Care Team agents

Maintains Customer Care Team job results by coaching, counseling, and mentoring employees

Measure results and provide reports as needed

Develops, manages, and updates physician and other provider scheduling templates for EMR scheduling system

Monitors and manages agent time and attendance

Recruiting and overall team development and growth

Track call center data to ensure metrics are within standards

Qualifications and Skills:

Bachelor’s degree preferred or equivalent experience

Strong leadership skills, working with call centers in healthcare a plus

Six years or more of management experience

Ability to recommend and implement new protocols

Ability to train other employees

Knowledge of Practice Management/EMR software & VOIP Phone Management (GoTo phone system familiarity a plus)

Good analytical and problem-solving skills

Ability to prioritize workflow in a fast-paced environment