Sr. Operations Manager, Call Center

• Collaborate with cross-functional partners to establish requirements, guidelines, and governance for Call Center AI systems to ensure that:
  • Call Center AI systems align with, and adhere to, AEG standards of exceptional patient experience
  • Call Center AI systems support business needs, including exam booking and insurance detail collection
  • Call Center AI systems meet business requirements to drive successful booking, exam outcomes, and revenue.
• Establish measurable KPIs to use to evaluate AI tools and systems, including AI Agent, AI-driven QA
  • Establish KPIs to measure AI tools and systems for both Call Center and business efficiency and effectiveness.
  • Work with IT to develop reporting that provides monitoring of those KPIs
  • Leverage KPIs to prioritize improvement initiatives
• Establish process for continuous improvement of Call Center AI systems, including:
  • Scoping, prioritization, timing and consensus building around improvement initiatives
  • Project management of improvement initiatives
  • Documentation and training associated with any new features, capabilities, or changes to business process as a result of Call Center AI systems
• Establish active feedback mechanisms with Marketing, IT, and Operations partners to ensure that the systems support the needs of stakeholders
• Work with IT to establish continuous monitoring of any patient-facing or booking-related Call Center AI systems, including proactive notification of system outages that may impact business performance or continuity
• Subject matter expert for Call Center AI platforms, and actively monitor for/incorporate new features and capabilities as they come available
• Proactively ensure that the AI model is trained, incorporates new detail or business changes, and meets or exceeds established KPIs as it evolves
• Champion AI: Champion the thoughtful adoption of AI, automation, and tooling enhancements that improve both patient outcomes and team effectiveness
• Cross-Functional Partnership: Collaborate with IT, AI Partner (Cresta), Field Leaders, and Customer Service/Revenue driven teams to roll out AI implementation
• Maintain World-Class Service: Establish and uphold KPIs/SLAs around AI and performance
• Training: Document all Call Center AI systems, develop training, and train CC Managers and Team Leads on all AI tools
• ALE Integration: Support all ALE roll out and partner with CC Managers on upcoming ALE practices launch
• Patient Journey: Partner with Marketing and review patient recall performance and adjust the Patient Journey based on data
• Medical Support/Recall: Oversee a small team of Medical Support specialists to schedule and recall medical patients

As Needed:

• Reschedule/move office appointments for all offices depending on practice feedback from AI scheduling
• Assumes responsibility for effectively researching, tracking, and resolving (or properly referring) problems and discrepancies.
• Attend and participate in meetings as required. Weekly/Monthly/Daily
• Completes special projects and miscellaneous assignments as required.

  Qualifications

• Bachelor's degree or equivalent experience and knowledge gained through professional work
• 5-7 years of experience managing Contact/Call Center teams and processes
• Excellent Verbal and Written Communication Skills
• Ability to quickly learn and master new systems and processes with limited direction
• Ability to multi-task
• Ability to proactively learn new tools and systems both with external support and self-directed learning
• Collaborative, proactive approach to problem solving
• Ability to manage stakeholders without direct supervisory responsibility
• Understanding of HIPAA regulations and compliance as pertains to Call Center systems and AI/Call Center integration