Remote Medical Answering Service Call Center Manager

About This Role

This role provides day-to-day leadership and operational oversight for Team Leads within a medical answering service call center. The manager ensures effective workflow distribution, performance reporting, and clear communication across departments to support service excellence and continuous improvement.

Responsibilities

• Coordinate and oversee daily workflows to ensure accuracy, compliance, and timely completion
• Support Team Leads with daily operational issues, production challenges, and escalations
• Monitor performance metrics and conduct regular KPI reviews for Team Leads
• Adhere to weekly reporting requirements and submit timely, accurate data
• Participate in the development and refinement of call center processes, systems, and workflow improvements
• Partner with IT to identify, test, and implement system enhancements and technical solutions
• Respond to client and Team Lead inquiries related to processes, workflows, and account-specific protocols
• Provide direct supervision and leadership to a team of 5–10 Team Leads
• Train, coach, motivate, and develop Team Leads to drive performance, engagement, and accountability
• Conduct 90-day and annual performance reviews for Team Leads, including documentation and feedback

Requirements

• Associate’s Degree in Business Administration or a related field or equivalent experience
• 2-5 years of experience in a healthcare-related or contact center environment
• Strong written, verbal, and interpersonal communication skills
• Ability to collaborate effectively with cross-functional teams
• Proven time management skills
• Highly organized with strong attention to detail and follow-through
• Demonstrated ability to coach, motivate, and develop leaders
• Team-oriented mindset with a commitment to service excellence
• Ability to remain flexible, adaptable, and calm under pressure

Qualifications

• Associate’s Degree in Business Administration or a related field (or equivalent experience)
• 2-5 years of experience in a healthcare-related or contact center environment

Nice to Have

• Prior leadership or supervisory experience