Service Representative Manager

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Employment Type:

Hybrid/Onsite:

Position Summary

The Service Representative Manager, within the Customer Service Department, is responsible for overseeing a team of staff to ensure efficient operations, excellent patient service, and optimal productivity. This role requires a detail-oriented leader with strong supervisory experience in call center or medical practice operations. The Clerical Manager will monitor staff performance, analyze productivity metrics, manage scheduling, and resolve patient complaints, while driving continuous improvement across clerical functions.

Key Responsibilities

• Supervise, coach, and support clerical staff in the Customer Service Department to ensure high performance and adherence to company policies.

• Monitor and analyze phone productivity, call volumes, and response times to identify trends and opportunities for improvement.

• Oversee staff scheduling to ensure appropriate coverage and efficiency.

• Address and resolve patient complaints in a timely and professional manner.

• Track, evaluate, and report on staff productivity and performance metrics to leadership.

• Collaborate with the Director of Operations to develop and implement process improvements.

• Provide training, feedback, and professional development opportunities for clerical staff.

• Ensure compliance with company standards, privacy laws, and healthcare regulations.

Qualifications

• Minimum of 5 years of supervisory experience in a call center or medical practice management setting.

• Proven ability to lead and manage remote clerical teams.

• Strong analytical skills with experience monitoring productivity and performance metrics.

• Excellent problem-solving and conflict resolution skills, particularly with patient concerns.

• Exceptional communication and organizational skills.

• Proficiency in scheduling and workforce management tools.

• Knowledge of healthcare operations, patient services, or medical office procedures preferred.



About OPOS, Inc.

OPOS, Inc. provides operational and patient outreach services for medical practices. Our mission is to deliver efficient, patient-centered support that enhances practice performance and patient satisfaction.

About Earning Curve, Limited

Earning Curve Limited supports the OPOS operations and mission by delivering solutions and services. Our people enable operational and patient outreach services and solutions for medical practices for OPOS.