Job Description

RTD Talent Solutions is currently representing one of South Florida's premiere healthcare groups with more than 50 years of operations that is seeking a Call Center Manager. This is a permanent, full-time, on-site role base out South Florida.

The Call Center Manager oversees the daily operations of the call center team, ensuring efficient, courteous, and high-quality service to patients, providers, and internal stakeholders. This role includes staff supervision, performance monitoring, and process improvement, with a focus on appointment scheduling, referral coordination, and general patient inquiries.

Key Responsibilities:

• Manage and support a team of call center agents handling high-volume inbound and outbound calls related to appointments, referrals, and patient services.
• Ensure call center KPIs (e.g., average handle time, abandonment rate, first-call resolution) are met or exceeded.
• Develop and implement workflows and protocols that align with organizational goals and healthcare regulations.
• Hire, train, mentor, and evaluate staff performance; provide coaching and ongoing professional development.
• Collaborate with clinical and administrative teams to ensure smooth communication and service coordination.
• Utilize call center software, EHR systems, and reporting tools to track performance and analyze trends.
• Address escalated patient concerns or complaints with professionalism and urgency.
• Maintain compliance with HIPAA and internal privacy standards.

Job Tags

Similar Jobs