Call Center Manager — Elevate Patient Care & Scheduling

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

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.