Job Description

Job Description

Job Description

Position Overview

If you have a passion for helping others and want to help to transform lives through healthy skin, consider pursuing a career as a Call Center Manager. Apex Skin is a rapidly growing skincare facility that empowers employees to deliver exceptional patient experiences. Our core values are a strong commitment to delivering an exceptional patient experience, prompt access to care, including same-day appointments, and service and education to the community. The Call Center Manager is responsible for overseeing departmental call center daily activity, including performance measurement and escalated patient inquiries to meet annual functional team objectives.

Responsibilities and Duties:

• Provides direct supervision to call center agents to meet established productivity goals and functional team objectives.
• Provides daily oversight on team productivity and communicates issues or concerns.
• Oversees daily call center reporting, conducts analysis on call center metrics, and reviews with call center agents and managers.
• Monitors daily workflow, call center activity, and quality of work performed.
• Manages escalated patient inquiries and works with the team to improve customer satisfaction.
• Collaborates with Office Receptionists, Practice Managers, or Senior Leadership on call center related issues to create consistency and standardization.
• Communicates obstacles or challenges to Director of Patient Care that may lead to untimely or unsatisfactory issue resolution.
• Assists with the development and revision of Standard Operating Procedures (SOPs), call scripts, and other call center processes.
• Identifies and communicates process related issues and improvement opportunities to the Director of Patient Care and implements changes to support departmental goals and enhanced customer experience.
• Conducts one on ones with call center agents, approve payroll timecards, hires and trains new/existing team members, schedules call center agents and manages annual reviews.
• Performs other duties as assigned.

Qualifications:

• Associates or Bachelor’s degree preferred

• Minimum of three years of call center experience in healthcare or equivalent work experience, preferably HME.
• Recommend at least 2 years of experience overseeing team operations or leading a team.
• Strong problem-solving, leadership, communication, and customer service skills.
• Demonstrated analysis and reporting knowledge.
• Proficient in managing key performance indicators.
• Ability to coach, train, and motivate team.
• Experience with Microsoft Office Suite, including Excel, and call center reporting platforms.

About Us.......Who We Are……. We are Apex Skin. Our goal is to provide the highest quality dermatology and dermatologic surgery care to patients in Northeast Ohio in a prompt and compassionate manner. A strong commitment to delivering an exceptional patient experience, prompt access to care, including same day appointments, and service and education to the community are our core values.

What We Offer

Apex Skin offers a comprehensive benefits plan that includes a Monday thru Friday schedule, Paid Time Off, Paid Holidays, Holidays off, Medical, Dental, Vision, Life Insurance, Short-Term Disability and 401(k), Discounts on Derm services, Travel and leisure discounts, sporting event, concert and special event discounts, discounted movie tickets and more!

Apex Skin provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Apex complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training

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