Job description

JOB SUMMARY: The Customer Care team manager is responsible for overseeing all the components of a traditional call center and its agents, paying special attention to appointment conversion, hourly/daily metrics and measurement, and overall functionality of the phone system.

Responsibilities:

• Oversees daily operations of the Customer Care Team
• Supervises the training of all Customer Care Team agents
• Communicates with other departments regarding any issues pertaining to new patients, appointment booking, doctor schedules and/or accounts.
• Provides information to patients and other relevant parties
• Develops and manages the schedule for Customer Care Team agents
• Maintains Customer Care Team job results by coaching, counseling, and mentoring employees
• Measure results and provide reports as needed
• Develops, manages, and updates physician and other provider scheduling templates for EMR scheduling system
• Monitors and manages agent time and attendance
• Recruiting and overall team development and growth
• Track call center data to ensure metrics are within standards

QUALIFICATIONS AND SKILLS:

• Bachelor’s degree preferred or equivalent experience

Strong leadership skills, sales experience a plus

• Four years or more of management experience
• Ability to recommend and implement new protocols
• Ability to train other employees
• Knowledge of Practice Management/EMR software & VOIP Phone Management
• Good analytical and problem-solving skills
• Ability to prioritize workflow in a fast-paced environment

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Disability insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Red Bank, NJ 07701: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What are your salary requirements?

Experience:

• Management: 3 years (Preferred)
• Customer service: 5 years (Preferred)

Work Location: In person

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