Call Center Manager

USA Vein Clinics; Northbrook (IL); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k & Match

Job summary

USA Vein Clinics in Northbrook, IL seeks a Call Center Manager to lead staff, optimize scheduling, and ensure top‑quality patient service. The role focuses on maximizing appointment conversions, improving patient information accuracy, and maintaining high service standards across the center.

The position requires 5 years in call center or customer service, 1–3 years of supervisory experience, and strong data analysis with knowledge of industry trends.

Qualifications

• Associates degree required; bachelor’s degree preferred.
• 5 years of call center or customer service experience.
• 1–3 years of supervisory experience.
• Working knowledge of industry trends and metrics required.
• Experience with data analysis required.

Responsibilities

• Timely and optimal scheduling of all new patient appointments.
• Improve conversion rate of calls to occurred appointments.
• Increase occurred appointment rate.
• Decrease No Show/Cancelled/Rescheduled appointment rate.
• Increase the accuracy/completeness of patient information entered.
• Improve timely confirmation rate for all appointments.
• Improve performance for Patient Intake, throughout the Call Center and all office Receptionists.
• Reduce scheduling gaps.
• Monitor performance by reviewing relevant reporting data and producing statistical reports.
• Oversee accurate registration and scheduling of new leads for appointments by adhering to established scripts and procedures.
• Ensure that staff are accommodating the scheduling needs of existing patients, including scheduling future appointments and addressing schedule changes.
• Ensure that entire treatment plan is scheduled (if needed) at initial visit appointment.
• Perform recalls, confirmations, and tasks for leads for existing or former patients.
• Ability to answer questions for patients and addresses concerns using established scripts and procedures.
• Responsible for after hours coverage as assigned.
• Demonstrates knowledge of services, professionalism and outstanding customer service.
• Build and update Scripts/Training modules as needed.
• Performs other related duties as assigned.

Skills

Call center experience

Supervisory experience

Data analysis

Industry trends & metrics knowledge

Education

Associates degree

Bachelor’s degree preferred

Job description

Why USA Clinics Group?

Founded by Harvard-trained physicians with a vision of offering patient-first care beyond the hospital settings, we’ve grown into the nation’s largest network of outpatient vein, fibroid, vascular, and prostate centers, with 170+ clinics across the country. Our mission is simple: deliver life-changing, minimally invasive care, close to home.

We’re building a culture where innovation, compassion, and accountability thrive. While proud of our growth, we’re even more excited about what’s ahead, and the team we’re building to get there. We look forward to meeting you!

Why You’ll Love Working with us:

Rapid career advancement Competitive compensation package

Positive, team-oriented environment Work with cutting-ed technology

Make a real impact on patients' lives Join a fast-growing, mission-driven company

Position Summary:

The Call Center Manager is responsible for developing and managing staff and processes while ensuring the highest level of service and patient satisfaction. The Call Center Manager will develop, measure and monitor performance to positively affect the Call Center environment and its success. The manager will need working knowledge of industry trends and understand the impact on patient care to ensure all patients receive a high-quality call experience and report on data metrics. The Call Center Manager will also oversee all provider clinic schedules, audit scheduled appointment length and creates rules around scheduling.

Position Details:

• Location: Northbrook, IL
• Schedule: Full-time, Monday through Friday on-site
• Compensation: $75,000 - $95,000

Responsibilities

• Timely and optimal scheduling of all new Patient appointments.
• Improve conversion rate of calls to occurred appointments.
• Increase occurred appointment rate.
• Decrease No Show/Cancelled/Rescheduled appointment rate.
• Increase the accuracy/completeness of patient information entered.
• Improve timely confirmation rate for all appointments.
• Improve performance for Patient Intake, throughout the Contact Center and all office Receptionists.
• Reduce scheduling gaps.
• Monitor performance by reviewing relevant reporting data and producing statistical reports.
• Oversee accurate registration and scheduling of new leads for appointments by adhering to established scripts and procedures.
• Ensure that staff are accommodating the scheduling needs of existing patients, including scheduling future appointments and addressing schedule changes.
• Ensure that entire treatment plan is scheduled (if needed) at initial visit appointment.
• Perform recalls, confirmations, and tasks for leads for existing or former patients.
• Ability to answer questions for patients and addresses concerns using established scripts and procedures.
• Responsible for after hours coverage as assigned.
• Demonstrates knowledge of services, professionalism and outstanding customer service.
• Build and update Scripts/Training modules as needed.
• Performs other related duties as assigned.

Qualifications

• Associates degree required, bachelors degree preferred
• 5 years of call center or customer service experience required
• 1-3 years of supervisory experience required
• Working knowledge of industry trends and metrics is required
• Experience with data analysis required

Benefits

• Medical
• Dental
• Vision
• 401k & Match