Contact Center Manager

Rheumwell | Comprehensive Rheumatology; Colombia; Remote; COP 257,699,000 - 322,123,000; Full time

Job summary

Rheumwell | Comprehensive Rheumatology is hiring a Bilingual Contact Center Operations Manager to oversee patient access across remote and on-site functions. You will manage offshore agents and front desk staff, set daily rhythms, and drive key metrics to improve access, scheduling, and patient experience.

The role requires deep experience in healthcare contact centers, strong English/Spanish fluency, and a track record of improving abandonment, no-shows, and bookings while maintaining HIPAA

Qualifications

• Five or more years leading a healthcare contact center or patient access team.
• Three or more years as manager of record for at least eight people.
• Hands-on ownership of Phreesia or similar intake platform.
• Advanced Excel/Google Sheets for dashboards and analytics.
• HIPAA training and confidentiality awareness.

Responsibilities

• Oversee staffing, shift coverage, queue management, and schedule adherence for remote center and on-site front desk.
• Own end-to-end scheduling workflows and monitor provider templates and clinic capacity.
• Lead recall/activation campaigns and optimize booking rates.
• Manage Vonage configurations, routing, after-hours handling, and reporting.
• Lead system transitions with a written plan, training plan, and fallback.
• Recruit, coach, and perform performance management for the team.

Skills

Healthcare contact center management

Bilingual English/Spanish

Remote team leadership

Excel/Google Sheets dashboards

HIPAA compliance

Tools

Vonage

Phreesia

eClinicalWorks

Excel/Google Sheets

Job description

Bilingual Contact Center Operations Manager

Location: Remote (Latin America)

Schedule: Monday through Thursday, 8:00 AM to 6:00 PM U.S. Eastern Time

Reports to: VP of Operations

About Us

Rheumatic Wellness Institute (Rheumwell) is a founder-led rheumatology practice in South Miami, Florida. We run our own infusion suite, dispensary, and clinical research program, and we take patient service seriously. Our practice is open Monday through Thursday, and our contact center is staffed offshore to match those hours.

We are in the middle of modernizing how patients reach us. We are rolling out Phreesia for digital check-in, eligibility verification, and payment collection, and we need an experienced manager to take ownership of the contact center and front desk during and after that transition.

About the Role

The Contact Center Operations Manager is responsible for patient access at the practice. That means every inbound call, every appointment booked, every check-in, and the intake platform behind them. You will manage the offshore contact center agents and the on‑site front desk and insurance verification staff, set the daily operating rhythm, and be accountable to leadership for a defined set of metrics.

The team today is small and has not had consistent management. Call abandonment, no‑shows, and cancellations are higher than they should be. We are looking for someone who has fixed this kind of situation before, can show the numbers, and wants the authority to do it again.

This is a manager role, not a team lead role. You will hire, coach, and performance‑manage your own team, and you will report directly to the VP of Operations.

What You Will Do

Run daily operations

• Own staffing, shift coverage, queue management, and schedule adherence for the contact center and front desk across our Monday through Thursday operating hours.
• Own the scheduling workflow end to end. Audit it regularly, remove friction, and keep bookings aligned with provider templates and clinic capacity.
• Run recall and reactivation campaigns for established patients who do not have a future appointment, and own the booking rate on those campaigns.
• Manage our cloud telephony platform (Vonage), including queue configuration, routing, after‑hours handling, and reporting.
• Lead system transitions and cutovers with a written plan, a training plan, and a fallback.

Own Phreesia

• Take ownership of Phreesia as a platform: check‑in, check‑out, eligibility verification, payment collection, digital scheduling, and automated call handling.
• Configure and maintain its rules, templates, and workflows alongside our EMR (eClinicalWorks).
• Track adoption, including digital check‑in completion and pre‑visit verification rates, and improve it month over month.
• Retire the manual front desk tasks Phreesia replaces and put that time to better use.

Manage the team

• Serve as the manager of record for every agent, team lead, front desk staff member, and verification staff member on your team.
• Recruit, interview, and onboard new hires in partnership with the VP of Operations.
• Hold weekly one‑on‑ones with each direct report and keep notes. No one on your team should hear about a performance problem for the first time in a review.
• Set productivity and quality targets by role. Review call recordings each week and score them against a written QA rubric.
• Address underperformance the week it shows up. Start with coaching, move to written expectations, then a formal improvement plan. Bring termination recommendations to the VP of Operations with documentation.
• Handle shift scheduling, time‑off approvals, and attendance.
• Run a remote team well: daily stand‑ups, visible queue dashboards, and a culture where people raise problems early instead of hiding them.

Train and develop

• Write and maintain the SOPs, call scripts, escalation paths, and Phreesia workflow guides. The existing operations manual is your starting point, not the finished product.
• Build a structured onboarding program so a new agent can take live calls independently within a set number of days, with a checklist that confirms it.
• Deliver ongoing training on scheduling rules, insurance and referral requirements, provider preferences, and system changes. Every process change comes with training.
• Develop team leads who can run the floor for a day without you.
• Use Culture Index or Predictive Index profiles to adjust how you coach and communicate with each person.

Report to leadership

• Build and maintain the patient access scorecard in Excel or Google Sheets. Core measures include service level, abandonment rate, average speed of answer, bookings per day, recall booking rate, no‑show rate, cancellation rate, same‑day fill rate, scheduling accuracy, QA scores, repeat‑call rate, and digital check‑in completion.
• Send a short end‑of‑day summary to the VP of Operations: calls offered, abandoned, booked, gaps filled, open escalations.
• Lead a weekly metrics review against the scorecard. For every miss, bring the root cause and the fix you own.
• Deliver a written monthly operating report covering trends, staffing, Phreesia adoption, and your recommendations.
• Escalate early. Leadership should hear about a risk from you before they hear about it from a patient or a provider.
• Partner with clinical staff, billing, and the revenue cycle lead on escalations and workflow changes, and close the loop in writing.
• When a staffing or tooling decision is needed, prepare a one‑page recommendation: the problem, the options, the cost, and your pick.

What We Are Looking For

• Five or more years leading a healthcare contact center or patient access team, with direct accountability for service levels, quality, and the performance of the people on it. Supervisor or team lead experience alone will not be enough.
• Three or more years as the manager of record for a team of at least eight people, including hiring, coaching, performance plans, and terminations. Be ready to talk about an underperformer you turned around and one you let go.
• Hands‑on ownership of a patient intake or digital check‑in platform. Phreesia strongly preferred. You configured it, trained people on it, and measured adoption.
• A track record of improving a scheduling or access metric such as abandonment, no‑show rate, booking rate, or speed to answer, with before‑and‑after numbers you can share.
• Experience managing a remote or offshore team in Latin America on U.S. hours.
• Experience reporting to practice or executive leadership. You have built the scorecard, presented it, and been held to it.
• Advanced Excel or Google Sheets skills for dashboards, capacity planning, and trend analysis.
• Experience writing SOPs, scripts, and training materials in Microsoft 365 or Google Workspace.
• Working knowledge of a healthcare EMR or practice management system and a cloud contact center phone platform.
• Fully bilingual in English and Spanish with advanced professional fluency.
• Availability for the full Monday through Thursday, 8:00 AM to 6:00 PM Eastern schedule.

Nice to Have

• eClinicalWorks experience, including its integration with intake platforms.
• Experience configuring Phreesia rules, appointment templates, or check‑in and check‑out modules.
• Vonage or a similar cloud phone system, including queue and routing setup.
• Familiarity with Culture Index or Predictive Index.
• Experience leading an operational turnaround, a system cutover, or growing a team past 10 to 15 agents.
• Specialty practice experience, particularly rheumatology, infusion, or another high‑visit‑frequency specialty.

What Success Looks Like

In your first 30 days you will have shadowed every role, baselined every metric on the scorecard, held a documented one‑on‑one with each direct report, and started daily and weekly reporting.

By day 60 you will have a QA rubric in use, the top SOPs and scripts rewritten, the phone queue reconfigured with a documented rationale, a structured onboarding path launched, and your first monthly report delivered with a prioritized fix list.

By day 90 we expect measurable improvement in abandonment, recall booking rate, and no‑show rate against your day‑30 baseline, Phreesia check‑in and verification workflows live and adopted, a staffing plan for the next twelve months, and team leads running daily stand‑ups on their own.

Other Details

• This role handles protected health information. You will be required to sign a confidentiality agreement and complete HIPAA training before starting.