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PAC -Patient Access Center Manager

US Eye

Location: Venice, FL 34285
Type: Full-Time, Non-Remote
Posted on: March 15, 2025
JOB SUMMARY: The Call Center Manager is responsible for leading a call center team responsible for communicating effectively and delivering service excellence to patients as part of US Eye’s new Patient Access Center. The Manager will provide hands-on leadership to the team, and continually optimizes resources to meet response times, quality of care and benchmarks for patient satisfaction. This dynamic and energetic leader will create a culture of patient-centric care and service excellence, instilling and cultivating it in our team. ESSENTIAL JOB FUNCTIONS (other duties as required): Role model exceptional patient communication and care, providing positive coaching and performance management to call center team members. Continually evaluates and assesses our response times to patients, recommending immediate solutions to optimize the patient experience. Provides continuous feedback and training opportunities to the call center team. Hire, train, and supervise a team of Patient Access Center representatives demonstrating high levels of critical thinking, decision-making and patient-centric care. Follow patient communication scripts and engagement protocols. Utilizes clinic scheduling templates, working with clinic leadership to ensure that schedules are appropriately filled and optimized. Lead team to achieve established call center metrics for quality and quantity of patient interactions. Creates a fun, high-performance, and positive team culture, develops motivating reward systems for the team. Supports the surgical referral process, ensuring referrals are handled timely with clear accountability and tracking. COMPETENCIES: Experience. leading remote and onsite teams to high levels of teamwork, and exceptional customer service supporting high standards of patient care. Committed and motivated to learn ophthalmic terminology to enhance communication throughout the practice. Strong oral communication skills. Communicates clearly, professionally and with a high level of self-awareness to patients and coworkers. Ability to support team in conflict resolution when dealing with the public. Capable of maintaining high degree of confidentiality that meets all HIPAA requirements. Strong time management skills. WORK ENVIRONMENT: The work environment is fast-paced and requires strong time management skills and a high level of productivity. PHYSICAL DEMANDS: Occasional walking, standing, and sitting. May include bending. Use hands to handle or feel objects, reach with hands and arms Verbal communication and ability to hear Lift moderately heavy objects (up to 25 pounds) Use of close, distance and peripheral vision POSITION TYPE AND EXPECTED HOURS OF WORK: This is a full-time exempt position. This position requires a combination of on-site and remote work. Candidates located in the Eastern time zone are invited to apply. TRAVEL Travel to various US Eye sites may be required from time to time. REQUIRED EDUCATION AND EXPERIENCE: A minimum of three years' experience leading call center or other patient facing teams. Technology savvy, with competency in Office Suite and ability to learn software applications as required. Strong analytical and reporting skills. Deep understanding of the customer service and service recovery. PREFERRED EDUCATION AND EXPERIENCE: Bachelor’s degree preferred Previous work in healthcare settings preferred OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Benefits: 401(K) Company Match Medical and Dental Insurance Vision Benefits Flexible Spending Accounts Pet Insurance Disability Insurance Life Insurance Continuing Education Paid Time Off US Eye provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Salary:
Employment Type: Full-time
Qualifications
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