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Director of Contact Center - job 2 of 2

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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
Pay Rate: $100,000-$125,000 per year

Medical
Dental
Vison
PTO
401k & Match

Average salary estimate

$112500 / YEARLY (est.)

min

max

$100000K

$125000K

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

Are you ready to take on a challenging and rewarding role as the Director of Contact Center at our dynamic company? In this pivotal position, you'll be the architect of our call center operations, ensuring that we not only meet but exceed the expectations of our customers and organization alike. Your leadership will empower your team to develop, document, and implement best practices that enhance the customer experience. As the Director, you'll be tasked with critical responsibilities such as optimizing the scheduling of new patient appointments, improving the conversion rates of calls into appointments, and minimizing no-show and cancellation rates. You will closely monitor performance metrics and produce statistical reports to gauge success. Your expertise in customer service will drive improvements across our organization, and you'll play a crucial role in ensuring that all patient information is accurately documented and that appointment confirmations are timely. Moreover, with a solid background in call center operations, you’ll be prepared to handle any challenges that come your way, including after-hours coverage as necessary. We value dedication, professionalism, and outstanding customer service, which is why you will build and update training modules and scripts as needed. If you hold an associate degree with a preference for a bachelor’s degree, along with extensive call center experience and a knack for leadership, we invite you to bring your unique talents to our team. With a competitive pay rate of $100,000-$125,000 per year, along with medical, dental, vision, PTO, and a 401k match, we can’t wait for you to join us!

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

What are the core responsibilities of the Director of Contact Center at our company?

The Director of Contact Center holds a variety of core responsibilities, including optimizing the scheduling of patient appointments, improving conversion rates and appointment attendance, and enhancing overall customer service throughout the organization. This role also involves monitoring performance data, ensuring accurate patient information entry, and overseeing the preparation of patient charts for the following day.