Remote Data Entry Specialist

Better Hearing Centers, Inc.; Austin (TX); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading company in patient care is seeking a Manager for their Patient Care Contact Center. The role involves overseeing staff, analyzing performance metrics, and ensuring high-quality support for patients and customers. Ideal candidates will have significant experience in contact center management and a strong focus on customer service.

Qualifications

• 5+ years of experience in a contact center environment.
• 3+ years of supervisory experience in customer support.
• Intermediate proficiency in MS Office and call center software.

Responsibilities

• Manage hiring, onboarding, and engagement of contact center staff.
• Analyze contact center metrics and ensure goals are met.
• Conduct daily huddles and manage budget effectively.

Skills

Leadership

Communication

Analytical Skills

Customer Service

Education

High School diploma or GED

Bachelor’s degree in a business-related field

Tools

MS Office

Call center equipment/software

Job description

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 and customers. The Manager sets objectives, analyzes contact center metrics, ensures that company and staff goals are met, and provides reliable, efficient support for patients and 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 appropriate staffing for the contact center’s daily activities.
3. Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.).
4. Conduct daily huddles with Contact Center leadership and team.
5. Collect and analyze call-center statistics such as scheduling and appointment conversion rates, costs, customer service metrics, accuracy, and call-waiting times.
6. Respond to and resolve patient inquiries and complaints.
7. Monitor and improve scheduling, telephone handling, quality assurance standards, and other procedures.
8. Manage budget and track expenses.
9. Ensure consistent communication with Operations and Health Center Leadership and staff; prepare reports and presentations as needed.
10. Manage direct reports effectively by communicating expectations, providing coaching and feedback, monitoring performance, and offering development opportunities.
11. Perform other duties as assigned.

Requirements/Preferences

• High School diploma or GED required; Bachelor’s degree in a business-related field preferred.
• Minimum of five (5) years of experience in a contact center environment required.
• Minimum of three (3) years of supervisory experience in a culture focused on delivering quality support to customers, patients, and employees 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.