Oversees the daily operations of a high-volume call center, ensuring timely and effective handling of inbound patient calls and inquiries. Provides leadership, coaching, and support to Call Center Agents, ensuring adherence to customer service standards, scheduling protocols, and organizational policies. Monitors patient triage processes to ensure patients are accurately scheduled with the appropriate physician or provider based on their needs. Ensures patient and caregiver inquiries are resolved promptly and professionally while maintaining a positive patient experience. Oversees the timely routing and escalation of patient requests to clinical staff and other departments as appropriate. Maintains accountability for accurate documentation and data entry within the electronic health record (EHR) system, ensuring compliance with organizational and regulatory standards. Serves as the primary escalation point for complex patient concerns, service recovery situations, and operational issues that require management intervention. Ensures team members remain informed of physician schedules, clinic updates, workflow changes, and business office procedures. Monitors call quality, productivity, service levels, and key performance indicators (KPIs), implementing corrective actions and process improvements as needed. Conducts employee training, performance evaluations, coaching sessions, and ongoing professional development activities. Collaborates with clinical and administrative leadership to optimize workflows, improve patient access, and support organizational goals. Assists with staffing, scheduling, workforce management, and coverage planning to maintain efficient call center operations. Develops and implements best practices to enhance operational efficiency, patient satisfaction, and team performance. Performs other duties and special projects as assigned.
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