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Viva Eve · 1 month ago

Senior Call Center Manager

Queens, NY

Full-time

Onsite

Senior Level

$105K/yr - $130K/yr

5+ years exp

Viva Eve is redefining women’s healthcare by combining compassion, expertise, and innovation. They are seeking a Senior Call Center Manager to lead a team of Call Center Associates, ensuring high-quality patient experiences and implementing strategic scheduling to optimize access to care.

Health CareHospitalWomen's

Responsibilities

Oversee daily call center operations to ensure a seamless, high-quality experience for all patients

Provide hands-on leadership and coaching to a team of 5–10 Call Center Associates

Foster a positive, professional, and empathetic culture aligned with Viva Eve’s mission and values

Develop and deliver engaging training programs that equip associates to clearly communicate Viva Eve’s services and billing policies

Provide regular coaching, feedback, and mentoring to strengthen confidence and service quality

Create reference tools, scripts, and communication guides to support consistency and patient satisfaction

Champion continuous learning and professional development for every associate

Lead implementation of Viva Eve’s strategic scheduling approach to maximize appointment utilization and provider capacity

Monitor scheduling trends and identify opportunities to improve efficiency and patient access

Track and analyze KPIs such as inquiry-to-appointment conversion, call response times, and patient satisfaction

Collaborate with leadership to address operational challenges and enhance performance

Partner closely with Operations, Marketing, and Clinical teams to align call center efforts with organizational priorities

Continuously review and refine workflows, scripts, and communication processes for clarity and impact

Ensure adherence to Viva Eve policies, procedures, and compliance standards, maintaining patient confidentiality at all times

Qualification

Call center managementTrainingCoachingPatient access experienceCRM tools proficiencyInterpersonal communicationTeam developmentEmpathyOrganizational skills