Job Description

Job Description

We are a well-established, high-volume ophthalmology practice with an Ambulatory Surgery Center (ASC) located in Hurst committed to deliver exceptional patient care and operational excellence. Our team is committed to efficiency, professionalism and creating a positive experience for every patient who interacts with our practice.

Position Overview

We are seeking an experienced, organized and proactive Call Center and Medical Records Manager to oversee the daily operations of both departments. This role is responsible for ensuring efficient patient communication, accurate medical records management and excellent service across the practice.

Key Responsibilities

Leadership & Team Management

• Manage, coach and support Call Center (6 staff) and Medical Records (2 staff) departments
• Conduct training, performance reviews and ongoing staff development
• Foster a positive, accountable and patient-focused team culture
• Manage staffing schedule and ensure adequate departmental coverage
• Develop, track and report on KPI’s related to service quality, productivity and efficiency
• Handle escalated patient concerns with professionalism and resolution-focused solutions
• Collaborate with practice leadership

Call Center Operations

• Oversee daily call center operations including patient calls, scheduling support and message routing
• Monitor call volumes, response times and service quality to optimize workflow
• Identify workflow improvements to enhance efficiency and patient satisfaction
• Ensure staff provide professional, accurate and courteous communication with patients

Medical Records Operations

• Manage the timely processing of medical record requests
• Ensure compliance with HIPAA and all applicable privacy regulations
• Maintain accuracy, organization and proper documentation of patient records
• Coordinate with providers, staff and external organizations regarding record requests

Operational Excellence

• Evaluate processes and implement improvements to increase efficiency and service quality
• Work closely with physician and practice leadership to support organizational and operational goals
• Ensure departmental policies and procedures are consistently followed
• Assist in resolving patient concerns related to scheduling, calls or record requests

Qualifications

• Previous management or supervisory experience in a healthcare setting and Bachelor’s degree preferred
• Experience with call center operations, patient scheduling or medical records preferred
• Strong organizational, communication and leadership skills
• Knowledge of HIPAA and healthcare documentation processes
• Ability to manage multiple priorities in a fast-paced environment

What We Offer

• Competitive salary based on experience
• Benefits package
• Stable, growing practice with a collaborative team environment
• Opportunity to lead an important operational team within a respected specialty practice

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

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