Call Center Manager in Waterbury, Connecticut at ReFocus Eye Health

Reporting to the Director of Patient Access, the Manager, Call Center Operations directs the operations of the call center for a multi-state practice and serves as a critical component of a positive patient experience. Overseeing a team of dedicated call center agents, this leader ensures that patients receive courteous, timely, and accurate service in all interactions. The incumbent will partner with practice operations to optimize scheduling, ensure patients are seen as efficiently as possible, and will support IT-related patient engagement platforms.

Duties & Responsibilities:

› Provide daily management of the call center department, including overflow vendors, IVRs, and call queue setup, as applicable.

› Set goals and expectations to drive accountability, ensuring patients receive efficient, accurate service and communications.

› Oversee daily operational activities including staff scheduling, call center reporting, and performance management.

› Develop and maintain standard operating protocols to support patient scheduling and provider referrals.

› Develop and monitor KPIs; establish a process by which KPIs are reviewed regularly with Senior Management.

› Analyze operations through monitoring of phone communications and operational reports to assess patient satisfaction and compliance; provide coaching for efficiency, accuracy, professionalism, and regulatory compliance.

› Uphold and enforce established policies, procedures, and protocols across the call center team.

› Lead training, implementation, and assessment of new equipment or software to improve patient experience, scheduling, communication, and cost-effectiveness.

› Serve as the primary escalation resource for patient, provider, and staff complaints; ensure concerns are addressed in a timely, professional, and courteous manner.

› Execute practice-wide initiatives and projects to improve patient care, efficiency, and cost control.

› Design training programs or process enhancements to address quality issues proactively.

› Perform other duties as assigned.

Job Requirements:

› High School diploma or GED required; 4-year college degree preferred.

› 5-7 years of customer service or medical office experience preferred.

› Minimum 5 years in a supervisory or lead call center role; healthcare setting strongly preferred.

› Strong understanding of call center metrics, KPIs, and workforce management principles.

› Proficiency with call center platforms, scheduling systems, and reporting tools.

› Excellent communication, leadership, and problem-solving skills.

› Strong organizational skills with demonstrated ability to manage multiple priorities in a fast-paced environment.