Associate Manager - Virtual Front Desk

Curemd Pakistan (Private) Limited; Lahore; On-site; PKR 2,400,000 - 3,600,000; Full time

Benefits offered by this job

In-house clinic

Gym and recreation

Daycare facility

Paid trainings

Job summary

CureMD Pakistan (Private) Limited is seeking an Associate Manager - Virtual Front Desk to lead day-to-day operations, ensure service quality and SLA compliance, and drive continuous improvements. You will coach a high-performing team, manage workforce planning, and collaborate with product, engineering and operations to enhance the patient experience in healthcare IT.

This role requires a Bachelor's degree and 5–7 years' experience in customer success or related operations, with at least 2 years

Qualifications

• Bachelor's degree (foreign education is a plus).
• 5-7 years of experience in Customer Success, Customer Support, Virtual Front Desk, Healthcare IT, or related operations.
• Minimum 2 years of experience leading or mentoring a Virtual Front Desk team.
• Strong understanding of customer success methodologies, client relationship management, operational metrics, and performance management.
• Excellent verbal and written communication skills with demonstrated stakeholder management abilities.
• Strong analytical and problem-solving capabilities with experience using operational data to drive decisions.
• Experience supporting EMR/EHR platforms or US Healthcare workflows.
• Preferred: Certifications in Customer Success, Lean Six Sigma, ITIL, Project Management, or related disciplines.
• Preferred: Experience leading process improvement or operational excellence initiatives.

Responsibilities

• Lead Virtual Front Desk operations to achieve service quality, productivity, customer satisfaction, compliance, and SLA targets.
• Manage workforce planning, staffing, workload distribution, and operational readiness.
• Coach, mentor, and develop team members through regular performance reviews, feedback, and development plans.
• Monitor operational KPIs, analyze trends, and implement corrective actions to improve performance.
• Resolve complex customer escalations through root cause analysis and cross-functional collaboration.
• Build strong client relationships through proactive communication and expectation management.
• Drive process improvements, automation initiatives, and operational efficiencies to enhance service delivery.
• Ensure accurate operational documentation and compliance with HIPAA, PHI, organizational policies, and regulatory requirements.
• Partner with Product, Engineering, Training, Quality Assurance, and Operations teams to communicate customer insights and improve products and services.
• Prepare performance reports and foster a culture of accountability, collaboration, and continuous improvement.

Skills

Customer success

Leadership

Stakeholder management

Analytical skills

Communication skills

Problem solving

Healthcare IT experience

Education

Bachelor's degree

Job description

Job Overview

The Associate Manager - Virtual Front Desk leads the day-to-day operations of the Virtual Front Desk function, ensuring exceptional service delivery, operational excellence, and high customer satisfaction. This role is responsible for driving team performance, SLA compliance, workforce effectiveness, and continuous process improvement while coaching a high-performing team and collaborating with cross-functional stakeholders to enhance customer experience and operational efficiency.

Job Responsibilities

• Lead Virtual Front Desk operations to achieve service quality, productivity, customer satisfaction, compliance, and SLA targets.
• Manage workforce planning, staffing, workload distribution, and operational readiness.
• Coach, mentor, and develop team members through regular performance reviews, feedback, and development plans.
• Monitor operational KPIs, analyze trends, and implement corrective actions to improve performance.
• Resolve complex customer escalations through root cause analysis and cross-functional collaboration.
• Build strong client relationships through proactive communication and expectation management.
• Drive process improvements, automation initiatives, and operational efficiencies to enhance service delivery.
• Ensure accurate operational documentation and compliance with HIPAA, PHI, organizational policies, and regulatory requirements.
• Partner with Product, Engineering, Training, Quality Assurance, and Operations teams to communicate customer insights and improve products and services.
• Prepare performance reports and foster a culture of accountability, collaboration, and continuous improvement.

Qualifications

• Bachelor's degree (foreign education is a plus).
• 5-7 years of experience in Customer Success, Customer Support, Virtual Front Desk, Healthcare IT, or related operations.
• Minimum 2 years of experience leading or mentoring a Virtual Front Desk team.
• Strong understanding of customer success methodologies, client relationship management, operational metrics, and performance management.
• Excellent verbal and written communication skills with demonstrated stakeholder management abilities.
• Strong analytical and problem-solving capabilities with experience using operational data to drive decisions.
• Experience supporting EMR/EHR platforms or US Healthcare workflows.
• Preferred: Certifications in Customer Success, Lean Six Sigma, ITIL, Project Management, or related disciplines.
• Preferred: Experience leading process improvement or operational excellence initiatives.

Compensation and Benefits

Financial:

• Competitive salary and bi-annual bonus.
• Fast track and uncapped career growth for high performers.
• Company-sponsored vehicle financing (car and bike).
• Interest-free loans.
• CureMD matches up to 8% of your base salary.
• Fuel Card.
• Cellular Allowance.

Health and Wellness:

• In-house clinic with a team of certified male and female doctors with 24/7 telemedicine service.
• Hospital treatment monitoring by company doctors.
• Comprehensive health coverage for your immediate family (outpatient, inpatient, maternity and parents' inpatient).
• Exclusive health benefits and discounts at top class clinics and labs.

Supportive Workplace:

• Pick-up and drop-off services for female employees.
• In-house daycare facility.
• In-house gym and recreational area to unwind.

Continued Learning:

• Company-sponsored trainings, workshops, development programs and retreats.
• Paid specialized trainings/certifications.

The Difference You’ll Make

At CureMD, every role, whether senior or junior, plays a pivotal part in transforming healthcare. By joining our innovative team, you'll contribute to groundbreaking technology that directly impacts patient care, enhances healthcare efficiency, and saves lives globally. Your skills and passion will drive meaningful change, helping us deliver solutions that support healthcare professionals in critical, real-time settings. Together, we're not just advancing technology - we're making a tangible difference in people's lives. Together let's save lives.

Join CureMD - Where Innovation Meets Impact

Healthcare is evolving fast, and at CureMD, we're helping lead that transformation. We build powerful healthcare technology that enables providers to focus on what truly matters: delivering exceptional patient care. From advanced Electronic Health Records (EHR) and Practice Management Systems to innovative Patient Engagement Solutions, our platforms support healthcare organizations around the world. But the real driving force behind everything we do? Our people.

What makes CureMD different

Work on technology that improves healthcare worldwide. A culture built on innovation, collaboration, and inclusivity. Clear career growth and leadership development opportunities. Continuous learning and skill development. A strong focus on work-life balance. The chance to turn your ideas into real-world solutions.

Your growth matters here

At CureMD, we invest in our people. Through training programs, mentorship, and leadership opportunities, we help you build a career - not just a role. Your contributions matter, your ideas are heard, and your growth is part of our success.

Ready to make an impact? Join a team that’s building smarter, safer, and more accessible healthcare for everyone. Be part of the future of healthcare. Be part of CureMD.