Job Description

Job Description

Job Description

Call Center Supervisor – Full Time (On-Site, Amherst Office)

Fichte, Endl & Elmer Eyecare

Position Summary

Fichte, Endl & Elmer Eyecare is seeking a highly organized, motivated, and patient-focused Call Center Supervisor to lead our call center team at our Amherst office. This full-time, on-site role oversees the daily operations of our patient call center, ensuring exceptional service, efficient workflows, and a supportive environment for both patients and staff. The ideal candidate is a strong communicator who excels at problem-solving, coaching, and maintaining a professional, positive atmosphere.

Key Responsibilities

Call Center Operations

• Oversee all day-to-day call center activities, ensuring timely and professional handling of patient calls.
• Monitor call volume, wait times, scheduling efficiency, and patient satisfaction.
• Ensure team adherence to practice protocols, HIPAA regulations, and service standards.
• Collaborate with leadership to improve call workflows and patient communication processes.

Staff Leadership & Development

• Supervise, train, and mentor call center representatives.
• Conduct performance evaluations, provide feedback, and support staff growth.
• Manage staff schedules, time-off requests, and daily assignments.
• Assist with interviewing and onboarding new team members.

Patient Experience & Support

• Ensure calls are handled with compassion, accuracy, and attention to detail.
• Assist with escalated patient concerns or complex scheduling needs.
• Serve as a liaison between the call center and clinical/administrative departments.

Administrative & Reporting

• Track call metrics and prepare reports for practice leadership.
• Identify areas for improvement and recommend solutions.
• Assist with updating scripting, training materials, and departmental procedures.

Qualifications

• Required:
• • Previous supervisory or team lead experience, ideally in a medical setting or call center.
  • Strong communication and customer service skills.
  • Excellent organizational and problem-solving abilities.
  • Proficiency with scheduling systems, electronic health records (EHR), and call center software.
  • Ability to remain calm and professional in a fast-paced environment.
• Preferred:
• • Experience in ophthalmology or medical office operations.
  • Knowledge of HIPAA and patient confidentiality standards.

Work Schedule

• Full-time, on-site at the Amherst office.
• Monday–Friday with occasional flexibility as needed.

Benefits

• Competitive compensation
• Health & dental insurance
• Paid time off and holidays
• Retirement plan options
• Employee perks, staff events, and opportunities for career growth

About Fichte, Endl & Elmer Eyecare

Fichte, Endl & Elmer Eyecare is a leading ophthalmology practice known for excellence in patient care, advanced technology, and a supportive team environment. We are committed to providing compassionate service while offering our staff opportunities to grow and succeed.

Company Description

About Fichte, Endl & Elmer Eyecare

Fichte, Endl & Elmer Eyecare is a premier ophthalmology practice proudly serving Western New York for over 40 years. With locations in Niagara Falls and Amherst, our practice is recognized for delivering exceptional medical and surgical eye care, advanced technology, and a patient-centered approach.

Our team includes highly respected ophthalmologists, optometrists, and a skilled clinical and administrative support staff who work together to provide comprehensive services—including cataract surgery, LASIK and refractive surgery, glaucoma treatment, retinal care, dry eye management, and routine eye exams. We are committed to offering the most advanced diagnostic tools and treatment options available, ensuring patients receive the highest level of care in a welcoming and compassionate environment.

At Fichte, Endl & Elmer Eyecare, we pride ourselves not only on clinical excellence but also on creating a positive, collaborative workplace where employees are valued, supported, and encouraged to grow. We believe that exceptional patient care begins with a dedicated and engaged team, and we strive to foster a culture built on respect, communication, and continuous improvement.

Company Description

About Fichte, Endl & Elmer Eyecare\n\nFichte, Endl & Elmer Eyecare is a premier ophthalmology practice proudly serving Western New York for over 40 years. With locations in Niagara Falls and Amherst, our practice is recognized for delivering exceptional medical and surgical eye care, advanced technology, and a patient-centered approach.\n\nOur team includes highly respected ophthalmologists, optometrists, and a skilled clinical and administrative support staff who work together to provide comprehensive services—including cataract surgery, LASIK and refractive surgery, glaucoma treatment, retinal care, dry eye management, and routine eye exams. We are committed to offering the most advanced diagnostic tools and treatment options available, ensuring patients receive the highest level of care in a welcoming and compassionate environment.\n\nAt Fichte, Endl & Elmer Eyecare, we pride ourselves not only on clinical excellence but also on creating a positive, collaborative workplace where employees are valued, supported, and encouraged to grow. We believe that exceptional patient care begins with a dedicated and engaged team, and we strive to foster a culture built on respect, communication, and continuous improvement.

Job Tags

Full time, Work at office, Monday to Friday,

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