Senior Call Center Manager

Senior Call Center Manager

Location: Forest Hills, NY (Onsite)

Department: Call Center

Reports to: VP of Operations

Team Size: 5–10 Call Center Associates

Schedule: Full-time, Monday–Friday (occasional Saturdays as needed)

Company Overview:

At Viva Eve, we’re redefining women’s healthcare by combining compassion, expertise, and innovation. Our mission is to create an experience where every woman feels cared for, informed, and empowered. We live by our core values every day:

• Take care of each other
• Exceed patients’ expectations
• Quality in everything we do
• Small details are huge
• Pay it forward

If you share our passion for exceptional patient care and want to lead a team that brings these values to life, we’d love to meet you.

Position Summary

We’re seeking an experienced and inspiring Senior Call Center Manager to lead our team of 5–10 Call Center Associates. This is an onsite leadership role that sits at the center of how patients experience Viva Eve — from their very first inquiry to their ongoing care.

Our Call Center team manages inbound calls and emails from both new and existing patients, helping them schedule appointments, understand our services, and feel confident about their care. The Senior Manager will train, coach, and empower the team to communicate Viva Eve’s differentiated services, address billing questions with empathy and clarity, and implement our strategic scheduling strategy to ensure patients have timely access to care.

What You’ll Do

Lead and Support a Patient-Focused Team

• 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.

Train and Coach for Service Excellence

• 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.

Drive Strategic Scheduling and Operational Performance

• 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.

Enhance Quality and Collaboration

• 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.

Who You Are:

• Bachelor’s degree preferred; Associate degree or equivalent experience required.
• Minimum 5 years of call center or patient access experience in a healthcare or service-focused setting.
• At least 2 years of management experience leading a customer-facing team.
• Strong background in training, coaching, and team development.
• Deep understanding of the patient journey and the role of communication and scheduling in patient care.
• Excellent interpersonal, verbal, and written communication skills.
• Proficiency with call center software and CRM tools (Salesforce or equivalent).
• Positive, adaptable, and highly organized — with a passion for women’s health and exceptional service.

Why You’ll Love Working Here

At Viva Eve, you’ll join a team that’s mission-driven, collaborative, and growth-oriented. You’ll have the opportunity to shape patient experience, lead a talented group of associates, and make a meaningful impact in women’s healthcare every day.

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