Client Care Center Supervisor – Player-Coach

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Oversee the Client Care Coordinator team across three different hospitals

• Establish daily objectives for both inbound and outbound activities

• Conduct brief team huddles

• Define clear standards for call handling

• Ensure that calls adhere to ArkVets' fear-free and transparent principles

• Hold team members responsible for their performance as indicated by scorecards

• Acknowledge exceptional performance and devise coaching strategies

• Respond to inbound calls during designated coverage periods

• Initiate outbound calls to follow up on unbooked inquiries, missed calls, canceled appointments, and clients with pending care needs

• Assist in reactivating former clients

• Manage complex or escalated client discussions

• Enhance the conversion rates from inquiries to booked appointments and improve outbound success

• Review calls to pinpoint missed opportunities and refine booking techniques

• Guide representatives in addressing pricing concerns and appointment reservations

• Analyze recorded calls and provide constructive feedback

• Facilitate role-play sessions and conduct one-on-one meetings

• Train new Client Care Coordinators and establish a consistent onboarding process

• Monitor the completion of coaching and changes in performance

• Maintain the Care Center scorecard and report trends in conversion to leadership

• Compare performance metrics by call type and hospital

• Suggest process improvements based on call analysis

• Collaborate with hospital managers and medical teams

• Adhere to clinical triage and escalation protocols

• Enhance transitions between the Care Center and hospital teams

• Assist in minimizing scheduling errors and safeguarding the client experience

⛳️ Requirements

• Minimum of 3 years' experience managing teams in inbound sales, call centers, inside sales, healthcare access, dental, medical, home services, or appointment-setting

• Proven experience managing customer-facing representatives

• Background in coaching representatives using recorded calls

• Experience in tracking conversion or appointment-setting performance metrics

• Familiarity with hiring, onboarding, or developing team members

• Excellent phone communication abilities

• Strong skills in coaching and providing feedback

• Capacity to establish standards and hold individuals accountable

• Proficient in utilizing performance data to inform decisions

• Ability to collaborate across multiple locations or teams

• Experience working within clinical escalation protocols

• Availability for a full-time schedule during the Care Center hours of 8 a.m. to 8 p.m. Arizona time

• A quiet home office, reliable high-speed internet, and a quality headset are required

• Bilingual proficiency in English and Spanish is preferred

• Veterinary experience is beneficial/preferred

• Experience in healthcare or other appointment-based services is preferred

• Previous remote team management experience is preferred

• Proven track record of enhancing inbound conversion rates is preferred

• Experience in improving outbound appointment-setting is preferred

• Familiarity with developing a call center scorecard is preferred

• Experience managing a small team through periods of growth is preferred

🏝️ Benefits

• Complimentary ArkVets pet memberships for two of your pets along with a 20% discount on all other services and pets

• Comprehensive healthcare coverage

• Dental insurance

• Short & long-term disability coverage

• 401k retirement plan

• Opportunities for continuing education

• Life insurance

• Paid holidays

• Two weeks of paid vacation

• Quarterly team outings

• Performance bonuses linked to the scorecard you manage

• $500 stipend for computer equipment