Senior Manager, Patient Contact Center Operations
Mia Aesthetics ServicesUnited States
Posted October 23, 2025
Full Time
About the Company
Mia Aesthetics Services is an outpatient surgical company that specializes in plastic surgery across the United States. The company provides comprehensive training and professional development for its staff, while also offering massage therapy services to support post‑operative patients, all with the goal of making high‑quality cosmetic procedures accessible to a broad audience.
Job Description
Mia Aesthetics is seeking a Senior Manager, Patient Contact Center Operations to lead transformation and expansion of its contact center. This leader will oversee inbound and outbound communication, build a scalable, data-driven environment, and improve customer experience. They will collaborate with leadership to drive growth and support company goals.
Requirements
- Designs and implements a new role, enabling agents to handle a broader range of call types.
- Leads the day-to-day management of contact center functions including customer service, scheduling, and lab support.
- Builds and manages real-time dashboards to monitor key metrics: FCR, CSAT, Productivity, and Abandoned Call Rates.
- Analyzes trends and agent performance to identify opportunities for coaching, training, or process redesign.
- Creates staffing models and forecasts based on call volume, service type, and channel usage.
