Supervisor, Call Center

Overview

Call Center Supervisor

The Call Center Supervisor supports and/or leads internal and offshore call centers and plays a critical role in the patient experience and overall patient journey. This role is responsible for driving performance, developing best-in-class goals in partnership with leadership, and ensuring optimization of the Scheduling Team to meet or exceed call center metrics. The Supervisor supports the Call Center Director (Scheduling and Fill Rates) by driving results across multiple channels and improving fill rates and clinic performance.

The identification of duties and responsibilities does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position.

This role is open only to candidates located in Ohio or Michigan.

Vision is a precious gift. Midwest Vision Partners (MVP) is focused on improving and preserving it for as many patients as possible by cultivating a network of world-class ophthalmologists and optometrists who provide exceptional, patient-centered care. Headquartered in Chicago, MVP proudly supports prominent eye care professionals in 70+ locations across Ohio, Michigan, Pennsylvania, West Virginia, and Illinois, with over 140 physicians and 1,500 employees dedicated to delivering customized, high-quality patient care.

• Support and lead internal and offshore call center teams
• Maintain working knowledge of MVP products and services
• Navigate multiple scripting, scheduling, and CRM systems with a focus on scheduling and retention
• Ensure timely, accurate communication and execution of deliverables
• Conduct quality assurance reviews and audits for new and tenured employees (internal and external vendors), targeting 85% for voice and 98%+ for all other channels
• Drive company wide occurred visit fill rates and achieve 93%+ fill rates for assigned practices
• Review and support communication channels to enhance patient experience and fill rates
• Participate in Fill Rate Meetings, WBRs, and MBRs to optimize schedules and templates
• Lead and participate in initiatives such as call calibrations, training, and ad-hoc projects
• Partner cross-functionally with operations and clinical teams to identify actionable insights
• Communicate trends, findings, and recommendations to leadership on an ongoing basis
• Support training efforts for learners at all levels to improve performance and quality
• Provide support to inbound scheduling, billing, and outbound recall teams as needed
• Ensure NPS and quality initiatives are met or exceeded
• Comply with all organizational policies, procedures, and SOPs
• Perform other duties as assigned

• Minimum of 3 years of eye care experience (required)
• 3+ years of prior leadership experience (required)
• Strong verbal and written communication skills
• Strong critical thinking, analytical, and collaboration skills
• Ability to interpret quality reports and identify trends
• Self-motivated with the ability to work independently
• Availability to support call center hours, including evenings and weekends as needed

• Excellent communication and listening skills
• Strong attention to detail and analytical mindset
• Knowledge of vision front office, back office, or optometry workflows
• Solution-driven approach to problem solving
• Familiarity with quality assurance, coaching, and training methodologies
• Ability to work cross-functionally while keeping the big picture in focus

To be successful in this role, you will have the following experience or knowledge:

• Proficiency in Excel and Google Docs
• Experience in the medical, vision, or healthcare industry

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