Contact Center Manager

About the Practice:

The physicians of Heaton Eye Associates have been serving East Texas’ vision needs for over 40 years. We offer state-of-the-art technology with special services ranging from primary eye care to world-class laser surgery. Our physicians were the first to offer LASIK laser vision correction in East Texas and have performed tens of thousands of procedures since its inception. Heaton Eye offers a wide range of premium lenses including Symfony Extended Depth of Focus lenses, PanOptix® lenses, and Vivity® lenses to offer freedom from glasses and contacts after cataract surgery. Our surgeons were the first in East Texas to offer the RxSight Light Adjustable Lens, the only lens implant that allows patients to preview and adjust their vision after cataract surgery. We are the first and only practice in the area offering EVO ICL, another exciting option offering patients freedom from contacts and glasses. Additionally, we have the only fellowship-trained Pediatric Specialist as well as the only Oculoplastic Surgeon offering cosmetic, medical, and reconstructive surgery as well as state-of-the-art aesthetic services in the area. The extensive care and energy Heaton Eye Associates puts into maintaining our leadership position on information and technology in the rapidly evolving science of ophthalmology reflects our commitment to our patients.

About the Area:

Our East Texas locations in Tyler, Longview and Athens offer year-round activities the entire family can enjoy. In Longview, you can experience Texas' rich history and culture. Tyler is surrounded by 25 prime sporting lakes, offering wonderful opportunities for fishing and boating. In the spring, Tyler residents enjoy the colorful spring flowers. Athens, whose tagline is Hamburgers-Heritage-Texas, has the charm of a small, southern town while still retaining many qualities of a larger city and is home to the East Texas Arboretum and Botanical Society.

We are seeking an EXCEPTIONAL Contact Center Manager who takes pride in their work, loves to be of servitude to others, to lead and direct the Contact Center, be a great TEAM player, and an open-growth mindset.

Job Summary:

This position leads the Heaton Eye Associates Contact Center and has accountability to lead, select, orient, train, assign, coach, counsel, disciple, and motivate Contact Center staff, administer the Contact Center staff scheduling systems, communicate job expectations, and plan monitor, appraise, and review job contributions. This position will implement and review Contact Center policies, procedures, and performance metrics, including quality standards. The manager will monitor and manage staff handling inbound and outbound telephone, email, and text messages from patients, their family members, referring patient practices, and the general public. When necessary, the manager will coach staff to resolve patient problems, as well as investigate and respond to patient complaints and comments with appropriate follow up in a timely manner. The manager will utilize time management, efficiency of staff, and continuous improvement methods and techniques to reach optimal operations and meet the needs of patients, their family members, referring patient practices, and other stakeholders. The manager will maintain unit compliance with regulatory and professional standards, identify staff development and training needs, and serve as a liaison between Contact Center staff and other areas within the company.

Experience:

Minimum of 3 years of contact center experience prefer in healthcare setting. 

Minimum of 1 year of contact center management experience.

Qualifications:

• Bachelor's Degree preferred.
• High School Diploma is required
• Extraordinary Customer Service and Team Member Relations – REQUIRED!
• Contact Center operations knowledge
• Basic computer software including but not limited Microsoft office suite
• General working knowledge of medical office software PM & HER
• General office equipment
• Proven customer services skills in a high–pressure environment.
• Positive attitude
• Able to manage multiple projects
• Organizational skills
• Communication skills needed to interact with staff and providers 
• Previous experience with our current medical office software and able to prove competency is preferred
• Multiline phone system experience required
• NextGen or other similar medical office software required
• Ability to address patient complaints and effectively resolve problems
• Strong interpersonal skills with a genuine desire to help people
• Ability to communicate clearly and concisely, both orally and in writing
• Willingness to grow
• Driven, responsible, take ownership of the position
• Professional appearance
• Computer skills
• Multitasking
• Time management
• Organizational skills
• Attention to detail
• Valid driver’s license

Benefits:

• Affordable Health and Dental
• Vision Care
• Life Insurance
• PTO
• 401K