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 locationsLead and manage an outsourced call center partner, including performance reviews, training standards, and accountabilityDesign, implement, and continuously refine call handling workflows, scripts, escalation paths, and quality standardsTrain and coach frontline agents on patient experience, call conversion, scheduling accuracy, and brand standardsAnalyze operational and patient access metrics to identify trends, gaps, and improvement opportunitiesPartner with Marketing to optimize new patient call handling and conversionPartner with Operations and Clinical leaders to align scheduling, access, and patient flowEnsure consistent workforce management practices including staffing models, coverage, and productivityDrive 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 workflowsBuild strong relationships with outsourced call center leadership and internal stakeholders Assess current performance, scripts, training materials, and KPIsIdentify quick-win opportunities to improve call handling and patient experience
Days 31–60
- Implement standardized training and coaching expectations for frontline agentsEstablish consistent performance reporting and operational rhythmsImprove call quality, scheduling accuracy, and escalation handlingBegin driving measurable improvements in key access and conversion metrics
Days 61–90
- Fully own call center performance and vendor accountabilityDeliver sustained improvement in call answer rates, conversion of opportunities, and patient satisfactionPresent a clear roadmap for scaling the call center alongside company growthBe 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 RateAbandoned Call RateNew Patient Call Conversion RateScheduling Accuracy and UtilizationSpeed to Answer and return callsCall Quality and QA ScoresPatient Experience and Satisfaction MetricsProductivity and Staffing Efficiency of Outsourced Team
Qualifications
- Proven experience in contact center or call center operations managementStrong experience managing remote and outsourced service teamsDemonstrated ability to improve customer or patient experience through training and process designHighly analytical with experience using data to drive operational decisionsExperience with workforce management, staffing models, and performance optimizationStrong leadership, communication, and cross-functional collaboration skillsBachelor's degree in business administration, Management, or a related field preferredExperience in dental, healthcare, or multi-site service environments is a plusExperience with VoiceStack or similar call center phone systems is a plus
BenefitsCompetitive salary commensurate with experienceComprehensive health, dental, and vision benefitsRetirement savings plan with employer safe harbor programGenerous paid time off and holidaysCollaborative and mission-driven company culture focused on improving patient outcomes
beBright participates in E-Verify.
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