Patient Communication Manager - Greenwood, IN

Patient Communication Manager

A boutique eyecare practice is seeking a dedicated Patient Communication Manager to join its dynamic Patient Experience team. As the first point of contact for patients and families, this role is essential in ensuring a warm, professional, and helpful experience with every phone call.

The Patient Communication Manager leads a dedicated call center team in the eye care field, ensuring every patient call is handled professionally and with care. This upbeat leader focuses on coaching staff, optimizing appointment scheduling, and maintaining high service standards. Eye care experience is required, along with a commitment to delivering an outstanding patient experience in a collaborative, fast-paced environment.

Key Responsibilities:

• Oversee daily operations of a high-energy inbound call center dedicated to exceptional patient service
• Lead, coach, and motivate the Patient Communications team to provide friendly, professional, and efficient phone support
• Create coverage plans and staffing schedules to ensure prompt responses to all patient calls
• Provide real-time support for escalated or challenging calls and deliver effective service recovery
• Set and maintain standards for call handling, documentation, and patient communications
• Conduct regular call quality reviews, offer coaching, and audit documentation
• Optimize appointment scheduling workflows to maximize clinic capacity and accommodate urgent cases
• Partner with office managers, doctors, and staff to align call center practices with clinic priorities
• Reduce no-shows by effectively managing cancellations, reschedules, and reminders
• Manage smooth coordination of inbound referrals and transfers of care, standardizing intake and follow-up processes
• Track and report key operational metrics (call volume, answer rate, abandonment, hold time, scheduling efficiency, no-show rates, and patient feedback)
• Identify process improvements and implement new scripts, training, or workflows
• Maintain and update standard operating procedures (SOPs) for call handling and scheduling
• Ensure HIPAA-compliant handling of patient information and documentation

Benefits:

• Comprehensive optometry and customer service training
• Supportive, collaborative team environment
• Growth and advancement opportunities
• Engaging workplace committed to work-life balance

If you're ready to make a joyful impact and lead a team that puts patients first, this is the perfect next step in your eye care career!

Requirements:

• 2+ years of experience in healthcare scheduling, patient access, or call center environments (optometry/ophthalmology experience required)
• Demonstrated leadership or supervisory experience
• Exceptional communication skills with a patient-first and professional approach
• Experience coaching, training, and developing others
• Comfortable with scheduling/EHR systems and office software
• Track record of data-driven process improvement
• Ability to thrive in a fast-paced, high-call-volume environment