Job details

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

Average salary estimate

$100000 / YEARLY (est.)

min

max

$80000K

$120000K

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What You Should Know About Director of Contact Center, USA Clinics Group

As the Director of Contact Center at our thriving company, you’ll be at the forefront of revolutionizing our customer service experience. Your mission? To execute a compelling vision that ensures our Call Center operates seamlessly, meeting the needs of both our customers and our organization. In this dynamic role, you’ll lead and inspire a talented team, guiding them in the development and documentation of best practices that elevate our operations. You’ll tackle essential responsibilities that include effectively scheduling new patient appointments, boosting conversion rates, and minimizing no-shows. You’ll also oversee the accuracy of patient information and enhance the performance of our Patient Intake processes. You'll be a crucial figure in monitoring performance through relevant data, producing insightful reports, and ensuring that our contact center staff follow established scripts and procedures. Additionally, you will not only manage scheduling for existing patients but also ensure a smooth onboarding experience for new leads. Your ability to answer patient inquiries with professionalism will make a significant difference. A successful candidate will bring an associate's degree (a bachelor's is preferred), 8-10 years of call center or customer service experience, and 5 years in a supervisory capacity. If you're ready to take the reins and drive customer service excellence, we would love to hear from you. Join us, and let’s make a real impact together!

Frequently Asked Questions (FAQs) for Director of Contact Center Role at USA Clinics Group

What are the key responsibilities of the Director of Contact Center?

The Director of Contact Center is responsible for overseeing all aspects of the call center operations to enhance the customer experience. This includes timely scheduling of patient appointments, improving conversion rates of calls to scheduled appointments, monitoring patient information accuracy, and ensuring high-quality customer service. You will also engage in continuous improvement initiatives and ensure that the staff adheres to best practices.