Call Center Manager - Healthcare Franchise Operations

Job Title: Call Center Manager - Healthcare Franchise Operations

Location: Remote

Type: Full-Time

About the Role

We are seeking an experienced and proactive Call Center Manager to oversee inbound and outbound call operations for a multi-location healthcare franchise network. The ideal candidate has a strong background in managing teams that handle patient inquiries, appointment scheduling, and lead conversion. You will play a vital role in maintaining call quality, optimizing performance metrics, and ensuring a compassionate yet efficient patient experience.

This position requires an understanding of both inbound patient scheduling and outbound lead engagement, especially within the healthcare and regenerative medicine sectors. Fluency in both English and Spanish is required to effectively support a diverse patient base.

Key Responsibilities

- Team Leadership: Supervise and coach a team of call center representatives to ensure high-quality performance across inbound and outbound calls.

- Training & Quality Control: Implement training programs and monitor KPIs such as speed-to-lead, conversion rates, and call handling time.

- Scheduling & Coverage: Oversee scheduling to maintain under 30-second average queue times and ensure consistent call coverage, including seasonal adjustments.

- Process Optimization: Collaborate with internal leadership to refine workflows, improve patient booking efficiency, and enhance the overall call experience.

- Reporting: Generate and analyze daily and weekly reports on call volume, conversions, and rep performance.

- Outbound Strategy: Develop outbound call strategies for re-engaging cancellations, nurturing leads, and handling special campaigns.

Ideal Candidate

- Proven experience managing call center teams in healthcare, franchise, or B2C settings.

- Strong understanding of speed-to-lead and patient booking behavior.

- Excellent communication and leadership skills; able to coach reps with practical empathy.

- Fully bilingual in English and Spanish, both written and spoken.

- Proficient in call center software such as Five9, Nextiva, or Genesys, and CRM platforms.

- Highly organized and data-driven with a focus on continuous improvement.

- Experience balancing compassion with assertiveness in patient-facing interactions.

Preferred Skills & Tools

- Experience in healthcare or medical call environments.

- Familiarity with AI auditing tools, compliance protocols, and analytics dashboards.

- Strong technical understanding of dialers, reporting tools, and CRM systems.