What are the responsibilities and job description for the Call Center Operations Manager – Bilingual Healthcare Call Center Lead position at Medstaff Group?
Call Center Operations Manager – Bilingual Healthcare Call Center Lead
Location: Boro Park, Brooklyn, NY (On-site with remote team oversight)
Salary: $75,000 – $95,000 (based on experience)
About the Role
A busy multi-specialty healthcare practice in Boro Park is seeking a bilingual and experienced Call Center Operations Manager to oversee and optimize a remote team handling high-volume patient scheduling, inquiries, and care coordination. The ideal candidate is highly organized, proactive, and has a proven track record leading remote call center teams within the healthcare space.
Key Responsibilities
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Lead, coach, and manage a remote team of call center representatives.
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Oversee day-to-day call center operations, including scheduling, workflow optimization, and call-handling performance.
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Monitor call quality, handle escalations, and maintain excellent patient satisfaction.
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Ensure efficient scheduling, communication, and documentation through eClinicalWorks (ECW).
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Track KPIs including call volume, wait times, appointment conversions, and productivity metrics.
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Develop and implement process improvements to streamline patient communication and enhance the patient experience.
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Create training materials, conduct staff evaluations, and promote team development.
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Maintain compliance with HIPAA and healthcare communication standards.
Ideal Qualifications
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3 years of call center management experience, preferably in healthcare.
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Strong experience leading and motivating remote teams.
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Bilingual — required.
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Strong working knowledge of ECW (eClinicalWorks) — required.
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Deep understanding of patient flow, scheduling systems, and healthcare operations.
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Excellent leadership, communication, and problem-solving skills.
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Ability to thrive in a fast-paced, high-volume environment.
Why This Role Matters
You’ll serve as the central link between patients and the practice—ensuring calls are answered quickly, appointments are booked accurately, and the team performs at a high level. This role directly impacts efficiency, growth, and the overall quality of patient care.
Salary : $75,000 - $95,000