Contact Center Manager

Do you love to help people? Do you want to be a part of something bigger than yourself? Do you wish your voice was heard at work?

If you answered yes to these questions, consider a career at Miller Vein.

Role Overview

We are seeking a Contact Center Manager to lead daily operations, drive agent performance, and implement a modern, AI-enabled scheduling experience. This role is perfect for someone who thrives in a mission-driven healthcare environment and understands how to reduce customer effort at scale.

Candidates must be located within Southeastern Michigan to report to our corporate office when needed. Daily work will be done remotely.

Responsibilities

Team Management:

• Lead, coach, and motivate a team of call center agents to achieve performance targets.
• Conduct regular team meetings and one-on-one sessions to provide feedback, address concerns, and recognize achievements.
• Develop and implement training programs to enhance team skills and knowledge.
• Prepare regular reports on contact center performance to Leadership.
  
  

Process Improvement:

• Identify opportunities to streamline processes and improve efficiency within the call center.
• Regularly audit calls and implement changes to increase patient conversion.
• Implement and monitor innovative technologies and tools to support call center operations.
• Work with AthenaHealth and IT to maximize self-scheduling functionality
  
  

Daily Agent Work:

• Answer incoming phone calls, ensuring first call resolution
• Maintain and work daily task lists
• Register new patients and become familiar with insurance and referrals
• Schedule all Miller Vein appointment types
  
  

Qualifications

Required:

• Experience managing a contact center team
• Previously worked in a healthcare setting
  
  

Preferred:

• Experience with AthenaHealth EMR and its scheduling workflows
• Familiarity with managing third-party platform integrations
  
  

Company Background

Miller Vein is a unique healthcare company committed to improving lives one vein at a time. But we are so much more than a vein clinic. We are a movement. A fast paced, high energy movement committed to making the world a little better. Actually, a lot better. We want to serve as a model for how healthcare should work. Our people love it here because we care! We care about our patients. We care about our employees. We care about our community. Why have we won multiple "great-place-to-work" awards? We care!

We get compliments from our patients telling us that we were not just the best medical visit they've had, but the best customer service they've ever experienced. From the greeting at the front desk, to the regularly delivered smiles, our attention to detail gives our patients the best results imaginable. Every teammate at Miller Vein has the autonomy to do the right thing at the right time for service that's unheard of in a medical office.

Our culture is defined by our core values:

• Humble Service – We have a genuine concern for the well-being of others which can't be faked.
• Integrity – We do what is right, no matter what. We don't cut corners ethically.
• Teamwork - We are always willing to help each other. None of us performs as well as all of us.
• Excellence – We never settle. We passionately pursue perfection every day, in every way.
• Can-do Positive-attitude – We are always up for a challenge and are genuinely excited about work.
• Happy to Go the Extra Mile – We love to do more than is expected. No clock-punchers allowed.
  
  

We are a group of competitive, ambitious individuals on a mission to become the largest provider of vein care in the country by 2030. How? By creating the best trained, happiest work force imaginable. Why? Because we can help more people! Because we see the joy in our patients and in our employees. We want more!

Miller Vein Perks

• Competitive wages and 100% employer paid health, vision, dental benefits and 401k
• Healthy work-life balance (four day weekends every other weekend for our clinics). No evening, weekend, or holiday work (almost never)
• Three weeks paid vacation
• Paid time off between Christmas and New Year's Day
• Community service opportunities
• $300 toward Continuing Education credits (CE's)
• Positive and upbeat office environments and team members who take care of each other
• Fun company outings
• Miller Vein Perks do not apply to internships
  
  

Essential Requirements To Work At Miller Vein

• Be kind , caring , and compassionate. Be yourself 
• Smile at every opportunity
• Ask why a lot
• Listen first
• Treat customer like family and way better than they expect
• Start with yes
• Keep learning . Get smarter at your job through training or books
• Offer to help teammates before they ask
• Compliment your peers for excellent work
• Find great people to join our team
• Figure out what doesn't work
• Have fun
• Share your ideas