Office Clerk (Remote)

Better Hearing Centers, Inc.; Washington (District of Columbia); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company in medical equipment manufacturing is seeking an Office Clerk (Remote) to manage the contact center staff and ensure high-quality service for patients. The role involves setting objectives, analyzing metrics, and collaborating with leadership for continuous improvement. Ideal candidates will have extensive experience in contact centers and strong supervisory skills.

Qualifications

• 5+ years in a contact center environment required.
• 3+ years of supervisory experience in customer/patient support.
• Experience in basic financial analysis preferred.

Responsibilities

• Manage hiring, onboarding, and engagement of contact center staff.
• Collect and analyze call-center statistics.
• Monitor and improve scheduling and quality assurance standards.

Skills

Customer Service

Communication

Problem Solving

Education

High School diploma or GED

Bachelor’s degree in a business-related field

Tools

MS Office

Call center equipment/software

Job description

Join to apply for the Office Clerk (Remote) role at Better Hearing Centers, Inc.

Job Overview

The Manager, Patient Care Contact Center is responsible for managing the hiring, onboarding, and engagement of contact center staff to provide excellent service to patients/customers. The Manager sets objectives, analyzes contact center metrics, ensures that company and staff goals are met, and provides reliable, efficient support for patients/customers. The Manager collaborates with Health Center Leadership and staff for continuous improvement.

Core Job Responsibilities

1. Develop and maintain a contact center culture focused on delivering quality support to patients/customers and employees.
2. Establish and maintain objectives, KPIs/metrics, and align staffing for daily contact center activities.
3. Conduct resource planning to maximize productivity of people, technology, etc.
4. Conduct daily huddles with Contact Center leadership and team.
5. Collect and analyze call-center statistics (scheduling, appointment conversion rates, costs, customer service metrics, call-waiting time, etc.).
6. Respond to and resolve patient inquiries and complaints.
7. Monitor and improve scheduling, telephone handling, quality assurance standards, and procedures.
8. Manage budget and track expenses.
9. Communicate effectively with Operations and Health Center Leadership, and prepare reports and presentations.
10. Manage direct reports by setting expectations, coaching, monitoring performance, and providing development opportunities.
11. Perform other duties as assigned.

Requirements and Preferences

• High School diploma or GED required; Bachelor’s degree in a business-related field preferred.
• At least five (5) years of experience in a contact center environment required.
• At least three (3) years of supervisory experience in a customer/patient support culture required.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.) preferred.
• Intermediate proficiency in MS Office required.
• Intermediate proficiency with call center equipment/software programs required.

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Administrative
• Industry: Medical Equipment Manufacturing