It's fun to work in a company where people truly BELIEVE in what they're doing! 

We're 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 department's 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 Dental’s 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.