Remote Medical Answering Service Call Center Manager

Call 4 Health

United States

Remote

USD 70,000 - 90,000

Full time

14 days+

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

Call 4 Health seeks a Remote Call Center Manager to lead a team of Team Leads in a fast-paced, metrics-driven environment. This remote position oversees daily workflows, KPI reviews, and cross-functional collaboration with QA, IT, and client relations to ensure service excellence.

The role emphasizes coaching, performance management, and development of Team Leads, with a focus on optimizing processes and ensuring compliance in healthcare-related call center operations.

Qualifications

Diploma or related field.
2–5 years in healthcare-related or contact center environment.
Prior leadership or supervisory experience preferred.

Responsibilities

Provide day-to-day leadership and oversight for Team Leads.
Monitor KPI performance and conduct regular reviews.
Oversee workflow distribution and timely data submission.
Partner with IT and QA to implement process improvements and system enhancements.
Assist in hiring decisions and staff development for Team Leads.

Skills

Team Leadership

Communication

Time Management

Cross-Functional Collaboration

Coaching

Process Improvement

Adaptability

Attention to Detail

EHR Knowledge

Education

Diploma or related field

Tools

EHR Systems

Call Center Software

Job description

Remote Medical Answering Service Call Center Manager

Remote · US Only Full-time

Daily Drop — Subscriber Perk

Manage stress from managing calls. Lock in $85 off complete mental health care.

The Floor Manager provides day-to-day leadership and operational oversight for Team Leads, ensuring effective workflow distribution, performance reporting, and clear communication across departments. This role partners closely with Quality Assurance (QA), Performance Development, Client Relations, IT, and Senior Operations leadership to support service excellence, operational consistency, and continuous improvement in a fast-paced call center environment.

Essential Duties and Responsibilities

The responsibilities listed below reflect the primary expectations of the role but are not intended to be all-inclusive.

Operational Leadership

Coordinate and oversee daily workflows to ensure work is completed accurately, compliantly, and within established timelines.
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 ensure timely, accurate data submission.
Participate in the development, implementation, 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 Team Leads (typically 5–10, based on business needs).
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.
Identify training needs and collaborate on process improvements and development initiatives.
Partner with Senior Operations Management and HR on hiring decisions, performance management, retention efforts, and professional development initiatives.

Additional Responsibilities

Support operational needs including overtime with little or no notice, as required.
Maintain consistent and punctual attendance.
Demonstrate professionalism, accountability, and openness to constructive feedback.
Perform other duties as assigned based on department, client, or company needs.

Supervisory Responsibilities

Directly manages and provides leadership oversight to a team of Team Leads (approximately 5–10).

Education and Experience

Diploma or a related field (or equivalent experience).
Minimum of 2–5 years of experience in a healthcare-related or contact center environment.
Prior leadership or supervisory experience preferred.

Knowledge, Skills, and Abilities

Strong written, verbal, and interpersonal communication skills.
Ability to collaborate effectively with cross-functional teams.
Proven time management skills with the ability to prioritize multiple tasks in a dynamic environment.
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.

Physical Requirements

Ability to sit for extended periods.
Frequent use of hands for keyboarding and operating office equipment.
Ability to communicate effectively via phone and video conferencing.
Occasional standing, walking, stooping, kneeling, or crouching.
Fast-paced, metrics-driven call center environment.
Ability to maintain professional relationships with individuals of varying personalities and communication styles.
Adaptability to change and ability to manage stress effectively.

Remote Work Requirements

Maintain a distraction- and noise-free workspace.
Calls and meetings must be conducted in a professional environment free of background noise.
Camera use required for meetings and trainings.
Dress code: Business casual for Team Leads and Floor Managers, per company policy.

Disclaimer:
This job description is not intended to be an exhaustive list of duties, responsibilities, or qualifications. It may be modified at any time based on department, client, or company needs.

Qualifications

Skills

Required

Problem solving

Expert

Operating Systems

Advanced

Management

Expert

Goal Achievement

Expert

Employee Development/Coaching