Primary Care Healthcare Relations Manager (Call Center Manager)

POSITION SUMMARY: The Healthcare Relations Manager is responsible for hiring, training, and elevating all Healthcare Relations Scheduling Coordinators to maintain positive provider relationships and enhance the total patient experience through first call resolution. This position requires a motivated leader with the ability to quickly review available reporting and create actionable steps to ensure organizational goals are met. The Healthcare Relations Manager bridges provider and patient relationships by fostering excellent communication across multiple practices and the Central Support System. 

 

On-site position

COMPETENCIES:

Teamwork/Organization

• Place a high importance on building provider, patient, and team rapport
• Create a culture within the department that inspires team members to reach their full potential
• Provide the necessary training and feedback to ensure performance aligns with our mission statement
• Find new ways to generate excitement and encourage employee retention through positive reinforcement and recognition
•  Encourage open communication to cultivate cohesive teams that will provide the highest level of service to our providers and patients
• Lead by example

Time Management

•  Detail oriented, self-starter, with strong organizational skills
• Proactive, adaptable, with the ability to work under pressure to accomplish projects and meet deadlines in a fast-paced environment

Communication Skills

• Communicate with detail and purpose
• Listen to understand, not always to respond
• Adapt communication style to the individual or audience
• Create a vision through motivational coaching
• Vocalize expectations and hold team members accountable
• Possess strong written skills to effectively communicate across the organization

Business Accountability

• Identify ways to improve operational processes that support organizational goals
• Prepare and analyze reporting to guide decision-making
• Correlate data with behaviors placing an emphasis on productivity
• Look for operational and experience improvements and implement plans of action
• Possess sound business sense and decision making skills
• Review benchmarks and statistics to ensure department is operating at maximum efficiency

Planning/Managing Initiatives

• Embrace change and adapt quickly to evolving processes and practices
• Thrive on exceeding benchmarks and goals
• Promptly resolve concerns that can result in a negative impact

  

ESSENTIAL RESPONSIBILITIES: 

• Monitor and manage call statistics and benchmarks related to the department (i.e. hold times, live answer, abandon rates, etc.)
• Monitor call quality and overall customer experience
• Assess staff performance
• Provide appropriate coaching and accountability
• Monitor and manage schedules per standards and capacity
• Conduct weekly team meetings
• Assist staff in their essential responsibilities, as necessary
• Perform administrative duties as related to staff, performance, asset risk, and financial management
• Promote a safe, clean, organized and inviting environment
• Assume additional responsibilities as determined by the Healthcare Relations Director

 

EDUCATION AND/OR EXPERIENCE:

• High school graduate, or equivalent
• Call center experience required
• Management experience required 
• Experience in optometry or ophthalmology preferred