Patient Experience Manager

Clinical Call Center Leadership Opportunity

UMP is a physician-led organization focused on transforming musculoskeletal care through innovation, collaboration, and operational support. This role allows you to be part of that missiondelivering high-quality spine care in a thriving clinical environment. OrthoTexas is recognized for its advanced treatment options, multidisciplinary approach, and dedication to improving patients' quality of life. As part of this team, you'll work alongside top spine specialists in a supportive and forward-thinking practice.

Benefits include :

• Healthcare Options : PPO, HDHP, and Surest plans with a $100 / month tobacco-free discount
• Dental & Vision Insurance
• 401(k) with Annual Employer Contributions
• Additional Coverage : HSA / FSA, short- and long-term disability, life and AD&D, legal assistance, and more
• Employee Assistance Program (EAP) : Employer-paid support for life's challenges
• Generous Paid Time Off : Up to 2 weeks of PTO starting out. (Increases with tenure) 7 paid holidays + 2 floating holidays

Summary : This position is responsible for managing a team of appointment schedulers and operators and assuring that they provide timely and best-in-class customer service and patient access. This leader will develop appropriate reports and establish KPI's for the organization and individual agents. They will assist with escalated calls, implement any procedural changes, provide coaching and counseling to increase staff knowledge. The leader will be directly responsible for creating a positive learning environment that delivers quality customer service. The role requires exceptional customer service and influential leadership skills. Proven call center supervisory experience along with planning and workforce implementation of new processes is a must for this position. This leader functions as a member of the collaborative operations team, interacting with directors, IT leaders, managers, and other supervisors. The leader's analytical skills will aid them in their ability to break problems into parts to see relationships or interdependencies, making projections for the timely management of staff and call volume.

Qualifications and Experience :

Requirements :

Company : OrthoTexas Physicians & Surgeons

Job Type : Full-time

Address : 4780 N Josey Lane, Carrollton, TX, 75010