Call Center Manager

Join our team and lead with a purpose. At Delray Eye Associates, we’re looking for a driven, patient-focused Call Center Manager in Delray Beach, Florida who thrives in a collaborative, high-impact healthcare environment. 

This is more than a management role; it’s an opportunity to lead a team that directly shapes the patient's experience every day. If you’re energized by developing people, improving operations, and delivering service that truly makes a difference, you’ll find a rewarding career path, supportive leadership, and a workplace where your voice is valued.

Our top candidates will have at least one year of medical Call Center Manager experience; preferably in an optometry or ophthalmology practice; along with a passion for delivering exceptional patient experiences and resolving issues with empathy and efficiency. 

This is your opportunity to join one of the areas most recognized leaders in ophthalmology and optometry.  Delray Eye Associates is a multi-sub-specialty eye care practice composed of fellowship-trained board-certified ophthalmologists in every sub-specialty of ophthalmology. Our goal is to provide each patient with the latest in comprehensive eye care in an efficient, patient-friendly private practice environment.

We are committed to customer service and making every interaction extraordinary while inspiring the complete confidence of our patients. Our employees contribute directly to the growth and success of our practices and take pride in being a member of our team. We strongly believe that the manner in which our patients and customers are treated by our employees is as important as the services provided by the doctor.

 All of us at Delray Eye Associates are committed to inclusion and diversity. We believe today more than ever; it isn’t speaking the words, but starts with a culture of service, caring and listening, and we would thoroughly enjoy meeting with you and discussing our employment opportunities.  

The Call Center Manager is responsible for ensuring the team delivers service to our patients that meets or exceeds our goals while fostering a culture that strives for operational and compliance excellence in a fiscally responsible manner. This is a hands-on position, and you will assume some of the duties of a call center representatives while supervising the team.

Responsibilities

• Provide day to day supervision of the call center team including active performance management
• Provides input on resource allocation, organizes and supervises all related activities of the call center team
• Strategize and collaborate with all internal teams to foster a culture of service and continuous quality improvement
• Assist the management team with performance evaluations for team members
• Assist in the interviewing process for call center candidates
• Ensure patient privacy and confidentiality by following the guidelines set forth in the Health Insurance Portability and Accountability Act (HIPAA)

Qualifications

• High School diploma, GED, or equivalent 
• 2 plus years of experience working in call center operations 
• 4 plus years of experience working in a leadership role (team lead, supervisor etc.) in healthcare or call/contact center environment
• Adept at all applicable computer software, i.e., Word, Excel, Power Point and Outlook

In Turn We Will Provide

• Benefits to full-time team members that include comprehensive medical, dental, and optical coverage, 401k and short- and long-term disability.
• Company paid life insurance.
• Paid holidays and generous paid time off.
• Paid parking where applicable.
• Team oriented working environment where you are heard and respected.
• Clear career ladder opportunities.

 #ESP1