Nicole Hayden-Rice
Contact Center Manager
- Role
- Contact Center Manager at DOCS Dermatology Group
- Location
- Dayton, OH, US
- LinkedIn followers
- 500 followers
About Nicole Hayden-Rice
Results-driven call center leader with 20+ years of experience across mortgage insurance,…
Experience
Contact Center Manager
Apr 2024 — Present · Kettering, OH, US
Monitor and enforce compliance with call center program guidelines, organizational policies, and applicable government regulations, ensuring operations align with DOCS Dermatology’s mission and commitment to quality patient care. • Collaborate closely with providers, office managers, and cross-functional teams across multiple clinic locations to coordinate and streamline scheduling processes. • Played a key role in the implementation and integration of Poly AI to enhance and automate patient scheduling, increasing efficiency and reducing call wait times. • Maintain consistent and effective communication across departments to support the triage of services, resolve operational challenges, and ensure the accurate flow of information. • Supervise day-to-day referral and case management activities, offering guidance to staff and serving as the escalation point for complex patient concerns. • Uphold organizational standards of performance, conduct, and patient rights, modeling best practices to promote high levels of service and professionalism. • Build and sustain strong working relationships with internal staff, external providers, stakeholders, and regulatory agencies to support continuity of care and operational excellence. • Conduct regular evaluations of call center operations, identifying areas for improvement and recommending actionable solutions to enhance service delivery. • Actively participate in monthly management meetings to align call center goals with broader organizational objectives and share insights on process improvement.
Skills
- Employee Engagement
- Benefits
- Interviews
- Social Media Marketing
- Customer Experience
- Interviewing
- Human Resources
- Social Media
- Employee Benefits
- Facebook Marketing
- Customer Retention
- Customer Service
- Training
- Process Improvement
- Social Networking
- Problem Solving
- Recruiting
- Tumblr
- Call Center
- Management
- Team Building
- Leadership
- Call Centers
- Hiring
- Business Process Improvement
- Strategic Planning
- Employee Relations
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