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Patient Experience Center Manager - Little Rock, United States - Rock Dental Brands
Description
It's fun to work in a company where people truly BELIEVE in what they're doingWe're committed to bringing passion and customer focus to the business.
Rock Dental Brands is on the search for an experienced, motivated leader to join our Patient Experience Center (PEC) team.
If it brings you joy to serve a team full of outward focused representatives who lead with care and compassion, the Patient Experience Center Manager role is a great opportunity for you.
The Patient Experience Center Manager is responsible for ensuring the Patient Experience Center team members are providing the best quality care for our patients and the clinics we support.
The Patient Experience Manager will hire, train, and develop staff members, in addition to the following job duties:Job Duties
Provide guidance and coaching to team members as it relates to call quality performance, workflow, attendance, processes.
Build and maintain a positive culture through motivation, encouragement and constructive feedback to team members.
Identify opportunities for improvement within the Patient Experience Center and implement appropriate changes.
Work closely with clinical operations to help streamline processes and communications between the Support Center and the practices.
Track key performance indicators, report to leadership and implement changes where necessary based on performance.
Take escalated calls when necessary and effectively communicate solutions to our clients.
Maintain consistent communication with key management in order to effectively understand and coordinate appropriate initiatives to support growth and changes within the Patient Experience Center.
Manage headcount, interview, hire and train new CSRs.
Facilitate Team Training - Create and maintain evolving material to grow CSR team members in tactical skills and soft skills necessary to support the highest level of the patient experience.
Work with PEC team members to identify call type trends or related matters such as call quality issues, common themes, or clinic updates.
3-5 years proven experience as a call center leader or similar supervisory position.
Excellent organizational and leadership skills.
Experience in patient or customer service is essential.
Working knowledge of Google suite.
Knowledge of performance evaluation procedures.
Outstanding communication and negotiation abilities.
Analytical skills required to problem solve patient issues and prepare reports.
Ability to handle conflict resolution and remain tolerant/flexible in all situations.
What we offer:
Total Rewards:
You'll be welcomed into a winning culture that encourages continuous improvement, a challenging and rewarding work environment with a genuine desire to see each other succeed.
We will also provide the following:
Support you Professionally:
Competitive pay, career growth opportunities, talented and a motivated team who care about each other, our mission, and our patients.
Life Balance:
Paid time off and holiday pay with no waiting period.
Planning for the future:
plan for the future with an industry-leading 401K retirement plan with matching company contributions.
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