Manager Patient Experience Center

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Were committed to bringing passion and customer focus to the business.

Are you passionate about leading a team of compassionate and service-oriented representatives As the Patient Experience Center Manager you will play a critical role in fostering a culture of service excellence at Rock Dental Brands. This role focuses on supporting our clinics by ensuring we schedule as many patients as possible provide accurate information and maintain a positive patient experience.

Key Responsibilities

• Team Development and Training:

  • Train and develop current team members to meet individual and team performance targets.

  • Provide guidance feedback and encouragement to enhance call quality workflow and attendance.

  • Conduct weekly employee dialogues to discuss successes opportunities culture and career succession planning. Conduct mid-year and annual performance reviews with each individual team member.

  • Facilitate monthly team training with evolving material that sharpens tactical and soft skills for superior patient experiences.

  • Track plan for and monitor attendance for the team to manage the departments schedules.
    

• Patient and Employee Experience Enhancement:

  • Monitor and analyze patient satisfaction data from internal (clinic) and external (patient) sources.

  • Collaborate with leadership to address issues recommend process improvements and drive patient-centric initiatives.

  • Develop policies and procedures. Train and implement policies and procedures that ensure a consistent and exceptional patient experience across the team.

  • Work closely with clinical operations to help streamline processes and communications between the Support Center and the practices.
    

• 8x8 Phone System Administration:

  • Serve as the contact center administrator in 8x8 Rock Dentals phone system platform.

  • Troubleshoot call routing and quality issues.

  • Set up new clinics to route to the Patient Experience Center (PEC).

  • Collaborate and consult with other departments on 8x8 phone projects.
    

• Data Reporting and Performance Metrics:

  • Generate and deliver daily and monthly call center performance reports including metrics like transfers missed/answered calls and average calls per agent.

  • Review dashboards to monitor productivity and ensure performance goals are achieved.
    

• New Hire Training and Onboarding:

  • Create impactful first-day experiences for new employees setting the tone for a best-in-class workplace.

  • Collaborate with recruiting to schedule interviews hire top talent and onboard new team members effectively.

Qualifications

• Proven experience as a call center manager or team lead.

• Strong organizational and leadership skills.

• Experience in patient or customer service roles.

• Proficiency in Google Workspace (formerly G Suite).

• Familiarity with performance evaluation processes and tools.

• Exceptional communication and negotiation skills.

• Analytical problem-solving abilities to resolve patient issues and generate actionable insights.

• Conflict resolution skills with the ability to remain flexible and professional in all situations.