Call Center Manager

Job Description

Job Description

Key Responsibilities

The following are essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Team Leadership

• Train new and current Call Center Representatives on dental terminology, basic CDT procedure types, and DMI scheduling rules for each office; provide input to Human Resources on staffing needs and candidates when requested.
• Supervise daily call center operations and assign coverage for inbound queues, outbound campaigns, and confirmations.
• Build staff schedules that cover all office hours, including evenings and Saturdays; manage time-off requests, call-offs, and shift coverage.
• Conduct regular call monitoring, side-by-side coaching, and performance reviews; address performance and attendance issues with Human Resources.
• Lead daily huddles and regular team meetings to share office updates, provider availability, and performance results.

Dental Patient Scheduling

• Ensure appointments are booked correctly into each provider’s template (doctor, hygiene, and specialty blocks), with the right appointment length for the procedure.
• Monitor schedules across all DMI offices daily and work to fill openings, short-notice cancellations, and high-value procedure blocks.
• Make sure new patients are booked quickly and that complete demographics, insurance, referral source, and reason for visit are captured.
• Oversee hygiene recall, reactivation of overdue patients, and follow-up on unscheduled and incomplete treatment plans.
• Ensure dental emergencies (pain, swelling, broken teeth, trauma) are identified using the DMI triage guide and booked same-day according to protocol.
• Coordinate with Office Managers on provider schedule changes, doctor call-offs, and running-late situations; ensure affected patients are contacted and rescheduled promptly.

Patient Communication & Experience

• Oversee inbound and outbound calls for appointment scheduling, rescheduling, cancellations, confirmations, and general patient questions.
• Ensure every call follows DMI greetings, scripting, and service standards and is friendly, professional, and efficient.
• Handle escalated patient calls and complaints, including concerns about wait times, billing, and treatment; route clinical questions to the appropriate office. The call center never gives clinical advice.
• Make sure patients receive clear information about new-patient exam fees, what to bring, cancellation and no-show policies, and office locations.
• Monitor online reviews and patient feedback related to scheduling and phone service; work with management on improvements.

Insurance & Financial Coordination

• Ensure representatives capture complete and accurate dental insurance information (PPO, HMO, Medicaid/All Kids, and other plans) at the time of scheduling.
• Work with billing and the offices so eligibility is verified before the visit and patients are told ahead of time if their plan is not accepted or pre-authorization is needed.
• Make sure representatives refer treatment-cost and coverage questions to the correct Office Manager, Treatment Coordinator, or billing team member.

Performance Management & Reporting

• Track call center and scheduling metrics, including call volume, answer time, abandoned calls, hold time, new-patient conversion, recall reactivation, schedule fill, confirmation rate, and no-show rate.
• Track individual representative productivity and call quality using scorecards and recorded call reviews.
• Prepare weekly and monthly reports for management that show trends by office and by representative and recommend improvements.

Process Improvement & Technology

• Create and update call center procedures, scripts, triage guides, and training materials.
• Manage the use of the phone system, practice management software (such as Dentrix Ascend, Open Dental, Eaglesoft, or Curve), and automated patient reminder and texting tools.
• Implement confirmation, reminder, and waitlist processes that reduce cancellations and no-shows.
• Work with clinical, billing, and office teams to fix recurring scheduling and communication problems.

Compliance & Quality Assurance

• Ensure the team protects patient privacy in compliance with HIPAA, including identity verification before discussing patient information.
• Ensure outbound calls and texts follow DMI-approved consent rules (including the Telephone Consumer Protection Act) and that call-recording disclosures are read as required under Illinois law.
• Conduct regular quality assurance reviews of calls and patient records to confirm that protocols are being followed.

Qualifications

• High school diploma or GED required.
• Minimum 3 years of call center or dental front-office experience, including at least 1 year in a supervisory or management role.
• Dental call center or dental office scheduling experience required.
• Working knowledge of dental scheduling, provider and hygiene templates, recall systems, and common dental procedures.
• Working knowledge of dental insurance basics (PPO, HMO, Medicaid, deductibles, annual maximums, and frequency limits).
• Experience with a dental practice management system (Dentrix Ascend, Open Dental, Eaglesoft, or Curve) and call center or phone system software.
• Comfortable with Microsoft Excel and Microsoft 365 for reporting.
• Eligible to work in the United States and able to successfully complete DMI background and reference checks.

Preferred Qualifications

• Bachelor’s degree in business administration, healthcare management, or a related field.
• Experience managing a call center for a multi-location dental group.
• Bilingual English/Spanish.
• Experience with patient communication and reminder platforms (e.g., Weave, RevenueWell, or similar).

Knowledge, Skills & Abilities

• Strong leadership, coaching, and team-building skills.
• Excellent communication and customer service skills, including with upset or anxious patients.
• Strong problem-solving and conflict-resolution skills.
• Ability to read schedules and reports and use data to make decisions.
• Well organized; able to manage many priorities in a fast-paced, high-volume environment.
• Honest, dependable, and discreet with patient health and financial information.