Dental Call Center Operations Manager: (Must have Dental experience)
We are seeking a seasoned, results driven Dental Call Center Operations Managers to lead, scale, and optimize our centralized scheduling and patient communication department. This role is critical to driving new patient growth, schedule optimization, conversion rates, and overall patient experience across multiple dental offices.
The ideal candidate has deep dental call center, a strong operational mindset, and a proven ability to coach teams to hit aggressive conversion, production, and customer service KPI's.
Core Responsibilities but not limited to:
- Oversee daily operations of the dental call center for multiple dental locations
- Ensure maximum call coverage, minimal hold times, and optimal schedule utilization
- Develop, implement, and continuously improve SOP's, workflows, and scripts
- Maintain full compliance with HIPPA and dental regulatory standards
- Optimize call flow for new patient acquisition, existing patient retention, recall/activation, specialty referrals (Ortho, OS, Endo etc.)
- Own and manage key KPI's including call answer rate, speed to answer, conversion rate, show rate, re care activation, daily/monthly production tied to call center performance
- Partner with leadership to forecast call volume, staffing needs, and growth initiatives
- Identify bottlenecks and implement data-driven solutions to improve outcomes
- Train, coach and performance manage call center supervisor, patient acre/ scheduling agents
- Perform daily huddles, weekly performance reviews, and monthly scorecards evaluations
- Build a culture of urgency, service excellence, and results
We offer great benefits! opportunities to Grow! Apply now we are looking forward to meeting you.
Job Type: Full-time
Pay: $25.00 - $35.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Application Question(s):
- How many agents and supervisors have you managed at once?
- How many years of experience do you have as a dental call center manager?
- What KPI's do you personally manage daily, weekly, monthly?
- Please provide the following: What were your averages for answer rate, speed to answer, conversion rate, show rate?
Experience:
- Dental call center leadership: 5 years (Required)
- Managing multi agent teams: 3 years (Required)
- Dental office: 5 years (Required)
Language:
Ability to Commute:
- Torrance, CA 90505 (Preferred)
Work Location: In person
