Remote Data Entry Specialist

Better Hearing Centers, Inc.; New York (NY); 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 hiring and engagement, analyzing contact center metrics, and ensuring excellent service delivery to patients. The ideal candidate will have extensive experience in contact center operations and a strong focus on customer service.

Qualifications

• Minimum of five years of experience in a contact center environment.
• At least three years of supervisory experience.
• Experience in basic financial analysis preferred.

Responsibilities

• Oversee hiring, onboarding, and engagement of contact center staff.
• Establish objectives and analyze contact center metrics.
• Monitor and improve scheduling and quality assurance standards.

Skills

Customer Service

Communication

Leadership

Analytical Skills

Education

High School diploma or GED

Bachelor’s degree in a business-related field

Tools

MS Office

Call center equipment/software

Job description

Job Title: Manager, Patient Care Contact Center

The Manager, Patient Care Contact Center is responsible for overseeing the hiring, onboarding, and engagement of contact center staff to ensure excellent service delivery to patients and customers. The Manager establishes objectives, analyzes contact center metrics, and ensures that company and staff goals are consistently achieved. They provide reliable and efficient support for patients and customers, working collaboratively with Health Center Leadership and staff to foster 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 monitor objectives, KPIs/metrics, and align staffing for daily contact center operations.
3. Conduct resource planning to maximize productivity of personnel, technology, and other resources.
4. Hold daily huddles with Contact Center leadership and team members.
5. Collect and analyze call center statistics such as scheduling, appointment conversion rates, costs, customer service metrics, accuracy, and call-waiting times.
6. Respond to and resolve patient inquiries and complaints effectively.
7. Monitor and improve scheduling, telephone handling, quality assurance standards, and 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 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.
• At least three (3) years of supervisory experience 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
• Industry: Medical Equipment Manufacturing