Customer Service, Contact Center Supervisor

American Dental Partners’ vision is to be the leading business partner to dental group practices in the nation. Our mission is to elevate the practice, profession and delivery of oral care. For 20 years and counting, we’ve empowered and supported our team members with leading edge technology, professional development, and education to build healthy, enduring community based dental group practices.

Be part of a world-class Patient Engagement Center that helps promote overall health and well-being!  In this multi-channel (IB/OB phone, email, web, social) contact center, you will supervise a team of front line representatives responsible for helping prospective/current dental patients get access to the care they need. You’ll be supporting 20+ regional affiliated dental groups which comprise nearly 300 practices.  You will be responsible for ensuring your team delivers a “local” patient experience that is efficient, memorable, and of high quality.  You will also work with your team to identify, create and adhere to processes and protocols which serve to optimize our relationships with the dental clinic staffs including 1,000+ Dr. and Hygienist Care providers.

Responsibilities:

• Coach and mentor team that results in high lead conversion while ALSO achieving high patient satisfaction scores
• Promote team work and encourage trust in dept while holding weekly performance based team meetings
• Understand and perform patient engagement specialist duties as needed-you can’t coach it effectively if you don’t know it.
• Develop staffing levels based on IB/OB volume and time of day
• Monitor rep calls vs. call guide and provide periodic 1:1 coaching
• Produce quarterly/annual performance reviews for each team member along with a development plan for the coming year
• Monitor and report on key metrics for contact center Director, Operations and National Leadership team (conversion, rep leaderboards, telecom reporting etc.)
• Collaborate with Patient Engagement Director to develop career pathing and succession planning within contact center
• Collaborate with training to develop onboarding program as well as refresher modules as needed
• Collaborate with marketing, training, operations, tech, and clinic staff to provide voice of the customer feedback designed to drive improvements to the patient intake process
• Work with recruiting to develop and effective recruiting/onboarding “machine” that delivers a pipeline of qualified candidates
• Work with Tech team/Patient Engagement Director to drive needed enhancements to SalesForce CRM
• Work to create and monitor Key Metrics and associated incentive plans