Remote Data Entry Specialist

Better Hearing Centers, Inc.; Los Angeles (CA); Remote; USD 70,000 - 100,000; Full time

Job summary

A leading company in medical equipment manufacturing is seeking a Manager for their Patient Care Contact Center. This role involves overseeing staff, ensuring quality support to patients, and analyzing metrics for continuous improvement. The ideal candidate will have significant experience in contact center management and a strong focus on customer service.

Qualifications

• 5+ years in a contact center environment.
• 3+ years of supervisory experience.
• 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 staff goals are met.
• Conduct daily huddles and manage budget.

Skills

Customer Service

Communication

Leadership

Financial Analysis

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/customers. The Manager sets objectives, analyzes contact center metrics, ensures that the company and staff goals are consistently met, and provides reliable, efficient support for patients/customers. The Manager works 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, KPI/metrics, and align appropriate staffing for the contact center’s day-to-day 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 (scheduling and appointment conversion rates, costs, customer service metrics, accuracy, call-waiting time, etc.).
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 all Operations and Health Center Leadership and staff; prepare reports and presentations as needed.
10. Effectively manage direct reports, communicate expectations, provide coaching and feedback, monitor and manage performance, and provide 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.
• A minimum of five (5) years of experience in a contact center environment required.
• A 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.

Additional Information

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