Call Center Manager
Horizontal Talent

*completed 4 year degree (no exceptions)
*background check required

We are looking for a skilled Patient Call Center Manager to lead call center operations within the Endoscopy operating unit (OU) at Medtronic, the category leader in healthcare technology. In this position, you will oversee call center activities on behalf of Medtronic to provide top-notch prospective patient support while ensuring high-quality service. The ideal candidate will have exceptional leadership, communication and analytical abilities, and thrive in a fast-paced setting.

Duties and Responsibilities:
• Oversee Call Center Operations: Supervise the vendor that's managing daily call center functions to ensure efficient management of incoming calls, patient support, and technical questions.
• Technical Guidance: Be a conduit between marketing/comms teams, web development resources, IT team and other external vendors to maintain call center efficacy in generating marketing qualified leads (MQLs).
• Manage Vendor Relationship: Serve as the main point of contact with external call center vendor and ancillary service providers, oversee vendor performance, and ensuring compliance with standards and expectations.
• Analyze Performance Metrics: Monitor call center performance data, identify areas for improvement, and implement initiatives to enhance productivity and service quality.
• Quality Assurance Program: Design and maintain a quality assurance program to uphold high standards of patient and technical support.
• Training and Development: Collaborate with internal stakeholders to create and implement thorough training programs for call center agents, elevating their skills and service quality.
• Ensure Regulatory Compliance: Supervise compliance efforts to ensure call center operations adhere to legal and regulatory requirements, providing vendors with clear guidance. Creating standard operating procedures (SOPs) to maintain adherence while working with internal stakeholders to articulate efforts is also desired.
• Communicate with Stakeholders: Prepare regular performance reports for internal stakeholders, summarizing achievements, challenges, and action plans for improvement.
• Resolve Escalated Issues: Act as a liaison between Medtronic and the call center vendor to promptly address escalated customer complaints and issues.
• Develop Best Practices: Establish and maintain best practice guidelines and SOPs for internal training and information sharing.
• Manage Budget: Collaborate with finance and procurement teams to oversee the budget for call center operations and vendor contracts, ensuring cost-effectiveness, efficiency, and return on investment.
• Coordinate with Other Departments: Work with marketing, sales, tech/IT and product teams to align call center efforts with business goals and marketing strategies.
• Innovate and Strategize: Participate in the development and implementation of long-term plans for physician referral pathways and other innovative solutions to improve patient engagement.
• Aggregate Patient/Provider Feedback: Provide a synthesis of patient feedback to assist internal stakeholders with product representation, consumer insights, and provider feedback.

Qualifications:

Required:
• Bachelor's degree in healthcare and/or business administration/management, or a related field.
• Proven experience in call center management and vendor relationship management, ideally in the healthcare or medical device industry.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Familiarity with patient and technical services in the medical device industry is beneficial.

Preferred:
• Experience overseeing third-party call centers.
• Familiarity with Class III medical devices.
• Background in communications or marketing

If you are a strategic leader committed to providing outstanding patient support, we invite you to join our team and drive the success of our call center operations.

Horizontal facilitates valuable and productive conversations between you and potential employers. We can assist you in growing your career by partnering you with employers that offer challenging assignments. For those that join the team, we offer competitive compensation and benefits including medical, dental, vision, and retirement. Check out all we have to offer and how you can become part of the Horizontal Talent Team. The pay range for this role is $40 - $48 per hour. This is not a guarantee of compensation, as final offer amount may vary based on factors including but not limited to experience and geographic location.