CALL CENTER MANAGER

Build. Lead. Transform Patient Acquisition.

Position Impact

Build and lead AICA's customer acquisition engine. Transform a team of Patient Services Representatives into top performers who consistently convert inquiries into scheduled appointments across 21 locations. Your success directly drives practice revenue growth through recruiting excellence, systematic training, data-driven coaching, and process optimization in our fast-paced personal injury healthcare environment.

About AICA Orthopedics

AICA is Atlanta's premier integrated healthcare provider with 21 locations and 400+ employees specializing in orthopedic and neuro-spine services. Our personal injury focus requires expertise in attorney coordination, insurance navigation, and complex patient journey management.

Core Responsibilities

Team Building & Leadership Development

- Recruit and hire Patient Services Representatives with sales aptitude, empathy, and coachability

- Design training programs covering personal injury dynamics, medical terminology, and attorney protocols

- Develop team leaders who can scale your leadership approach

- Create career pathways that retain top performers

- Deliver weekly 1-on-1 coaching focused on skill development and performance improvement

- Build culture of accountability and continuous learning

Performance Management & Revenue Generation

- Establish clear metrics for conversion rates, scheduling accuracy, call quality, and patient satisfaction

- Implement real-time monitoring for immediate coaching and course correction

- Own monthly patient acquisition targets that directly impact clinic revenue

- Optimize conversion across patient journey: inquiry ? scheduled ? show ? treatment

- Use data analytics to identify and systematize top performer behaviors

- Design compensation structures that reward high performance

Operations & Process Excellence

- Manage daily operations: inbound inquiries, outbound follow-up, attorney coordination across all of our locations

- Optimize staffing and scheduling to meet demand while maintaining SLA targets

- Implement quality assurance through call monitoring and patient satisfaction tracking

- Create documented, scalable processes that deliver consistent results

- Manage NextGen and Salesforce platforms for accurate documentation and workflow

- Build knowledge systems that accelerate new hire productivity

Attorney Relations & Compliance

- Serve as primary call center liaison to attorney offices ensuring excellent service delivery

- Develop protocols for handling attorney referrals with urgency and professionalism

- Train team on personal injury case dynamics and attorney expectations

- Ensure strict HIPAA compliance in all patient communications and documentation

- Maintain call recording systems for quality assurance and compliance

- Manage escalated complaints with professionalism and risk awareness

Qualifications & Skills

Required

- 5+ years of call center or customer service leadership experience with proven track record of building high-performing teams

- 3+ years managing teams of 10+ people with direct accountability for performance outcomes

- Demonstrated success in recruitment, training, and development of sales or service teams

- Data-driven approach to performance management with experience using metrics to drive improvement

- Strong coaching and feedback skills with ability to develop people at all performance levels

- Experience implementing structured training programs and documenting best practices

- Proven ability to meet or exceed conversion/sales targets in a metrics-driven environment

- Excellent communication skills with ability to motivate teams and influence stakeholders

- Proficiency with CRM systems, call center software, and performance analytics tools

Strongly Preferred

- Experience in healthcare call centers, particularly medical scheduling or patient services

- Knowledge of personal injury cases, attorney referral processes, or medical-legal coordination

- Familiarity with medical terminology and insurance verification processes

- Experience with NextGen practice management and Salesforce CRM

- Background in building call center operations from the ground up or scaling existing teams

- Spanish language proficiency

What Sets the Ideal Candidate Apart

- Builder's mentality: creates structure, documents processes, scales successful approaches

- Track record of transforming underperforming teams through systematic development

- Balances empathy with accountability: coaches with care while holding firm standards

- Data-driven but action-oriented: diagnoses with metrics, executes with decisiveness

- Thrives in high-stakes environments where every call represents significant revenue

Success Metrics

First 90 Days

- Assess team capabilities and implement performance tracking systems

- Establish clear expectations and accountability structures

- Document processes and identify improvement opportunities

- Achieve 15% improvement in conversion rates

Compensation & Benefits

- Base salary: tbd (commensurate with experience)

- Quarterly performance bonuses tied to conversion metrics and team development

- Comprehensive benefits: medical, dental, vision, 401(k)

- Professional development budget for leadership training

- Clear advancement and growth opportunities

Work Environment

Office-based at AICA headquarters in Marietta, GA. Fast-paced, metrics-driven environment with collaboration across clinical operations, revenue cycle, and business development teams.

Ready to build a world-class patient acquisition team and drive measurable revenue growth? Apply now!

Qualifications & Skills

Required

- 5+ years of call center or customer service leadership experience with proven track record of building high-performing teams

- 3+ years managing teams of 10+ people with direct accountability for performance outcomes

- Demonstrated success in recruitment, training, and development of sales or service teams

- Data-driven approach to performance management with experience using metrics to drive improvement

- Strong coaching and feedback skills with ability to develop people at all performance levels

- Experience implementing structured training programs and documenting best practices

- Proven ability to meet or exceed conversion/sales targets in a metrics-driven environment

- Excellent communication skills with ability to motivate teams and influence stakeholders

- Proficiency with CRM systems, call center software, and performance analytics tools

Strongly Preferred

- Experience in healthcare call centers, particularly medical scheduling or patient services

- Knowledge of personal injury cases, attorney referral processes, or medical-legal coordination

- Familiarity with medical terminology and insurance verification processes

- Experience with NextGen practice management and Salesforce CRM

- Background in building call center operations from the ground up or scaling existing teams

- Spanish language proficiency