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Director of Contact Center - job 1 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

As the Director of Contact Center at our dynamic organization, you'll be at the helm of a vital operation that ensures we meet our customers' needs and exceed their expectations. Your main mission will be to lead, inspire, and develop your team to create best practices that drive the performance of our Call Center. You will need to be strategic, focused on continuous improvement, and passionate about enhancing the customer experience. From managing the scheduling of new patient appointments to boosting our conversion rates, your responsibilities will be diverse and impactful. You will oversee patient intake, monitor performance metrics, and ensure that accuracy in patient information is top-notch. The role demands an individual who is not just a supervisor but a motivator encouraging team members to excel in accommodating the scheduling needs of both new and existing patients. With an emphasis on fostering a culture of professionalism and outstanding customer service, you'll also be responsible for developing training modules and scripts to maintain our high standard of service. Ideally, you’ll bring an associate's degree, with a preference for a bachelor's, alongside 8-10 years of relevant call center experience, including at least 5 years in a supervisory role. If you’re ready to lead the charge in enhancing customer service excellence while enjoying benefits like medical, dental, vision, and a competitive salary range of $100,000-$125,000 per year, we would love to hear from you!

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

What are the responsibilities of the Director of Contact Center?

The Director of Contact Center is responsible for leading the entire operation, focusing on scheduling new patient appointments efficiently, improving conversion rates, and enhancing overall customer service. You will oversee the accurate registration and scheduling of patients, monitor performance data, develop training scripts, and ensure that the team continually provides an outstanding customer experience.