Call Center Operations Manager

MedVanta Careers • Bethesda, MD

1d

About The Position

MedVanta is the nation’s largest physician-owned and operated next generation management services organization (MSO). Our services are specifically designed for musculoskeletal (MSK) providers and go beyond that of a traditional MSO, empowering our clients with the precise infrastructure, data, technology, and administrative processes needed to thrive both today and tomorrow. MedVanta has an employee centered culture that supports and promotes diversity and inclusion. Our encouraging and empowering management style makes MedVanta a great place to further grow your knowledge while building a team driven path to success. The Call Center Operations Manager is a key leadership role supporting MedVanta’s growing physician group and centralized access strategy. This position oversees the daily operations of the centralized contact center, the 7-day-per-week VantaStat injury line, the VantaStat patient-facing app, and the Advanced Practice Provider (APP) after-hours virtual care pool. The manager ensures operational efficiency, exceptional patient experience, regulatory compliance, and seamless service delivery across all access channels. This role functions as a hybrid between a contact center operations leader and a medical practice manager, supporting clinical scheduling workflows, credentialing, operational reporting, and cross-departmental collaboration.

Requirements

• Bachelor’s degree in Healthcare Administration, Business, or related field required; Master’s preferred.
• 3–5+ years of experience in healthcare operations, centralized scheduling/contact center oversight, or medical practice management.
• Experience in supervisory role within a call center, customer service, or healthcare setting required.
• Proficient knowledge of medical terminology.
• Strong leadership and team-building skills, with the ability to motivate and manage a diverse team.
• Excellent communication skills, both verbal and written, with the ability to articulate instructions clearly and effectively.
• Capable of handling stressful situations with poise and providing support to anxious or frustrated staff and other personnel, consumers, and/or patients in a respectful manner.
• Possess adequate typing skills and advanced computer knowledge.
• Ability to work independently and as part of a team in a remote or hybrid environment.
• Exceptional organizational, multitasking, and time management skills.
• Must be able to read, write, speak, understand, and communicate in the English language.

Nice To Haves

• Experience in Orthopedics preferred
• Experience with telehealth operations, digital patient engagement tools, or mobile app workflows preferred.
• Knowledge of provider scheduling, credentialing, and ambulatory clinical workflows strongly beneficial.
• Working knowledge of musculoskeletal conditions and orthopedic terminology a plus
• Working knowledge of Customer Relationship Management (CRM) systems like SalesForce.
• Bilingual in Spanish language (or other language) is a plus.

Responsibilities

• Oversee daily operations of the Centralized Contact Center, ensuring consistent coverage, efficient workflows, and high-quality service delivery across all service lines.
• Serve as the main point of contact with divisions and internal departments for all centralized contact center services, including VantaStat-related questions, performance updates, and operational needs.
• Onboards new clients/practices into the contact center.
• Provide direct operational support during staff absences, periods of high volume, or escalation situations.
• Develop SOPs, standardized workflows, and onboarding materials to ensure contact center staff can operate efficiently and deliver exceptional service across all programs.
• Oversee the VantaStat injury line and ensure timely coordination of same-day/next-day in-person or virtual appointments.
• Manage workflows associated with the VantaStat patient-facing app, including operator engagement, message response standards, issue escalation, and patient communication quality.
• Lead initiatives to elevate the VantaStat service model, including workflow refinement, quality monitoring, and patient experience improvements across phone and app-based channels.
• Oversee administrative coordination and scheduling for the Advanced Practice Provider (APP) pool that supports after-hours VantaStat virtual visits.
• Schedule both contact center staff and APPs to ensure adequate coverage for all centralized access functions and VantaStat operations.
• Coordinate and track credentialing and re-credentialing workflows for APPs participating in VantaStat.
• Handle VantaStat monthly invoicing, utilization tracking, and divisional reporting.
• Compile, analyze, and present VantaStat performance data as part of weekly contact center reporting (via a manual dashboard).
• Run reports in the EHR and perform deep-dive analyses to identify scheduling discrepancies or operational issues that require resolution.
• Oversee the Contact Center Cloud platform (currently RingCentral) to ensure optimal performance, configuration, and reporting.
• Collaborate closely with IT and the Application Solutions team to support mutual access-related goals, technology enhancements, and issue resolution.
• Performs all other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager