Now Hiring - Med First Primary & Urgent Care - Call Center Manager in Raleigh, NC

Full description of the position

Company Overview Med First Primary & Urgent Care is dedicated to providing comprehensive healthcare services through a unique hybrid-care model. Our clinics combine urgent care and primary care to ensure patients receive timely, continuous, and trusted medical attention from a team of skilled healthcare professionals. Overview We are seeking a dynamic and experienced Call Center Manager to lead our customer service operations. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a passion for delivering exceptional patient experiences. In this role, you will oversee daily call center activities, manage a multilingual team, and ensure efficient, high-quality service that aligns with our commitment to patient care and satisfaction. Duties 1. Ensure that staff properly handles all incoming customer/patients call and inquiries regarding Family Practice, Urgent Care and Occupational Medicine at a high level of productivity 2. Establishes departmental goals and objectives and effectively communicates department/staff performance to senior management 3. Sets reasonable and achievable Call Center metrics 4. Assist in managing incoming and outgoing calls relating to scheduling patient appointments. 5. Works closely with Regional Director(s) of Operations to ensure efficient scheduling efficiencies 6. Develops staff training procedures and requirements. 7. Assist with patient referral activity 8. Researches and resolves patient complaints 9. Works with Marketing Director to establish social media messaging regarding patient scheduling activities 10. Interact with patients, providers and other staff within the clinic and at outside facilities providing accurate, timely and responsive information. 11. Ensures proper communication of policies, procedures, billing and patient account information as well as definitive action items 12. Works closely with Quality Department to ensure achievement of quality gap initiatives. 13. Submit patient clinical and financial information to facility assuring appropriate medical records release, if needed. 14. Ensures that patient with pre-registration process is conducted timely and accurately 15. Establishes clear and effective script communication for Call Center Staff when communicating with patients 16. Achieve excellent customer service marks for Call Center Department 17. Manages and resolves patient complaints 18. Ensures that staff records accurate financial and clinical paperwork to assure completion before the scheduled appointment. 19. Track and report on key operational measurements, such as, telephone call activity/ reporting metrics. 20. Maintain files and patient records in a confidential manner. 21. Other responsibilities as assigned Requirements * Proven experience in managing call centers or customer service teams within healthcare or related industries minimum three to five years REQUIRED. * A Minimum of two years' experience within healthcare and medical clinics. * Strong leadership skills with the ability to motivate and supervise multilingual teams effectively. * Excellent communication skills in English; proficiency in additional languages is highly desirable. * Demonstrated project management abilities with experience in analyzing performance metrics and implementing improvements. * Knowledge of customer service best practices, negotiation techniques, and sales principles. * Supervising experience with a focus on training, coaching, and developing team members. * Familiarity with healthcare customer service standards and compliance regulations is REQUIRED. Join us as we strive to deliver outstanding patient support through effective management of our call center operations! Pay: $48,521.40 - $58,434.37 per year Benefits: * 401(k) matching * Dental insurance * Health insurance * Life insurance * Paid time off * Vision insurance Work Location: In person