Call Center Manager Position Available In Miami-Dade, Florida

Call Center Manager RTD Talent Solutions, LLC. Miami, FL 33166 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 Type:

Full-time Pay:

$75,000.00 – $90,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Vision insurance

Schedule:

8 hour shift Monday to Friday Weekends as needed Application Question(s): How many years have you worked as a Call Center Manager? How many years of Experience do you have working in a Health Care call center? What is the best number to reach you at? What is the best email to reach you at?

Experience:

Call center management: 5 years (Required) Health information management: 3 years (Preferred)

Work Location:

In person