beBright
Location:
Minnetonka, MN (On-site)
Employment Type:
Full-Time
About Us beBright is a doctor-founded, doctor-led organization dedicated to creating bright smiles and lifelong impact for children and families. Through exceptional providers, integrated pediatric dentistry and orthodontic care, and strong support systems, beBright delivers superior patient experiences and clinical outcomes. Focused exclusively on pediatric dentistry and orthodontics, beBright empowers local practices with clinical autonomy while providing comprehensive administrative and operational support. Since its founding, beBright has been a trusted partner to providers and practices and continues to grow with purpose. At beBright, every patient, provider, and team member’s smile is a priority.
Role Overview beBright is seeking a Call Center Operations Manager to lead and scale our centralized call center function. This role is responsible for day-to-day operational performance, oversight of a remote outsourced call center partner, and continuous improvement of the patient experience across all inbound and outbound touchpoints. This role is highly operational and metrics-driven. You will own workflows, training, performance management, and execution while partnering cross-functionally with Operations, Marketing, Revenue Cycle, and Clinical teams. A core expectation is the ability to train and coach frontline call center agents to deliver an exceptional, empathetic, and efficient patient experience from the very first interaction.
Key Responsibilities
Own daily call center operations, performance, and execution across all locations
Lead and manage an outsourced call center partner, including performance reviews, training standards, and accountability
Design, implement, and continuously refine call handling workflows, scripts, escalation paths, and quality standards
Train and coach frontline agents on patient experience, call conversion, scheduling accuracy, and brand standards
Analyze operational and patient access metrics to identify trends, gaps, and improvement opportunities
Partner with Marketing to optimize new patient call handling and conversion
Partner with Operations and Clinical leaders to align scheduling, access, and patient flow
Ensure consistent workforce management practices including staffing models, coverage, and productivity
Drive a culture of accountability, continuous improvement, and patient-first service
90-Day Success Profile First 30 Days
Fully understand beBright’s care model, patient journey, and call center workflows
Build strong relationships with outsourced call center leadership and internal stakeholders
Assess current performance, scripts, training materials, and KPIs
Identify quick-win opportunities to improve call handling and patient experience
Days 31–60
Implement standardized training and coaching expectations for frontline agents
Establish consistent performance reporting and operational rhythms
Improve call quality, scheduling accuracy, and escalation handling
Begin driving measurable improvements in key access and conversion metrics
Days 61–90
Fully own call center performance and vendor accountability
Deliver sustained improvement in call answer rates, conversion of opportunities, and patient satisfaction
Present a clear roadmap for scaling the call center alongside company growth
Be recognized internally as the owner of patient access and first-touch experience
KPIs and Performance Expectations Success in this role will be measured by clear, objective metrics, including but not limited to:
Call Answer Rate
Abandoned Call Rate
New Patient Call Conversion Rate
Scheduling Accuracy and Utilization
Speed to Answer and return calls
Call Quality and QA Scores
Patient Experience and Satisfaction Metrics
Productivity and Staffing Efficiency of Outsourced Team
Qualifications
Proven experience in contact center or call center operations management
Strong experience managing remote and outsourced service teams
Demonstrated ability to improve customer or patient experience through training and process design
Highly analytical with experience using data to drive operational decisions
Experience with workforce management, staffing models, and performance optimization
Strong leadership, communication, and cross-functional collaboration skills
Bachelor's degree in business administration, Management, or a related field preferred
Experience in dental, healthcare, or multi-site service environments is a plus
Experience with VoiceStack or similar call center phone systems is a plus
Benefits
Competitive salary commensurate with experience
Comprehensive health, dental, and vision benefits
Retirement savings plan with employer safe harbor program
Generous paid time off and holidays
Collaborative and mission-driven company culture focused on improving patient outcomes
beBright participates in E-Verify.
#J-18808-Ljbffr
Minnetonka, MN (On-site)
Employment Type:
Full-Time
About Us beBright is a doctor-founded, doctor-led organization dedicated to creating bright smiles and lifelong impact for children and families. Through exceptional providers, integrated pediatric dentistry and orthodontic care, and strong support systems, beBright delivers superior patient experiences and clinical outcomes. Focused exclusively on pediatric dentistry and orthodontics, beBright empowers local practices with clinical autonomy while providing comprehensive administrative and operational support. Since its founding, beBright has been a trusted partner to providers and practices and continues to grow with purpose. At beBright, every patient, provider, and team member’s smile is a priority.
Role Overview beBright is seeking a Call Center Operations Manager to lead and scale our centralized call center function. This role is responsible for day-to-day operational performance, oversight of a remote outsourced call center partner, and continuous improvement of the patient experience across all inbound and outbound touchpoints. This role is highly operational and metrics-driven. You will own workflows, training, performance management, and execution while partnering cross-functionally with Operations, Marketing, Revenue Cycle, and Clinical teams. A core expectation is the ability to train and coach frontline call center agents to deliver an exceptional, empathetic, and efficient patient experience from the very first interaction.
Key Responsibilities
Own daily call center operations, performance, and execution across all locations
Lead and manage an outsourced call center partner, including performance reviews, training standards, and accountability
Design, implement, and continuously refine call handling workflows, scripts, escalation paths, and quality standards
Train and coach frontline agents on patient experience, call conversion, scheduling accuracy, and brand standards
Analyze operational and patient access metrics to identify trends, gaps, and improvement opportunities
Partner with Marketing to optimize new patient call handling and conversion
Partner with Operations and Clinical leaders to align scheduling, access, and patient flow
Ensure consistent workforce management practices including staffing models, coverage, and productivity
Drive a culture of accountability, continuous improvement, and patient-first service
90-Day Success Profile First 30 Days
Fully understand beBright’s care model, patient journey, and call center workflows
Build strong relationships with outsourced call center leadership and internal stakeholders
Assess current performance, scripts, training materials, and KPIs
Identify quick-win opportunities to improve call handling and patient experience
Days 31–60
Implement standardized training and coaching expectations for frontline agents
Establish consistent performance reporting and operational rhythms
Improve call quality, scheduling accuracy, and escalation handling
Begin driving measurable improvements in key access and conversion metrics
Days 61–90
Fully own call center performance and vendor accountability
Deliver sustained improvement in call answer rates, conversion of opportunities, and patient satisfaction
Present a clear roadmap for scaling the call center alongside company growth
Be recognized internally as the owner of patient access and first-touch experience
KPIs and Performance Expectations Success in this role will be measured by clear, objective metrics, including but not limited to:
Call Answer Rate
Abandoned Call Rate
New Patient Call Conversion Rate
Scheduling Accuracy and Utilization
Speed to Answer and return calls
Call Quality and QA Scores
Patient Experience and Satisfaction Metrics
Productivity and Staffing Efficiency of Outsourced Team
Qualifications
Proven experience in contact center or call center operations management
Strong experience managing remote and outsourced service teams
Demonstrated ability to improve customer or patient experience through training and process design
Highly analytical with experience using data to drive operational decisions
Experience with workforce management, staffing models, and performance optimization
Strong leadership, communication, and cross-functional collaboration skills
Bachelor's degree in business administration, Management, or a related field preferred
Experience in dental, healthcare, or multi-site service environments is a plus
Experience with VoiceStack or similar call center phone systems is a plus
Benefits
Competitive salary commensurate with experience
Comprehensive health, dental, and vision benefits
Retirement savings plan with employer safe harbor program
Generous paid time off and holidays
Collaborative and mission-driven company culture focused on improving patient outcomes
beBright participates in E-Verify.
#J-18808-Ljbffr