Client Services Manager

All-Stat Portable•Skokie, IL

13d•Onsite

About The Position

We are currently seeking a Client Services Manager to support and oversee overnight/PM and weekend operations within our 24/7 call center. This leadership role is responsible for quality control oversight, positive result workflows, supervisor support, call center performance, and staffing continuity across all states during overnight hours. The Client Services Manager serves as the primary escalation point overnight, ensuring operational excellence, timely exam results, adherence to policy, and exceptional client service while supporting supervisors and frontline staff.

Requirements

Availability to work overnight and weekends as needed
Strong leadership, communication, and decision-making skills
Ability to manage multiple priorities in a fast-paced, high-volume environment
Excellent organizational and problem-solving skills
Experience supporting supervisors or leading teams preferred
Strong attention to detail and follow-through
Ability to utilize multiple systems and applications simultaneously
High school diploma or higher education required
Experience in medical dispatch, call center leadership, or healthcare operations preferred

Responsibilities

Oversee quality control processes throughout the PM/overnight shift across all states
Ensure exams are resulted within expected state-specific timeframes
Verify compliance with state requirements for exam turnaround times
Ensure timely email communication with appropriate radiology groups when results are delayed or missing
Track unresolved result issues and follow up until completion
Escalate ongoing or repeated reading group issues to leadership
Ensure all positive results are communicated in accordance with policy and client requirements
Monitor positive result workflows for timeliness, accuracy, and proper documentation
Step in to assist supervisors and staff during high positive volume or workflow issues
Serve as the primary escalation point for overnight supervisors and staff
Provide real-time guidance and decision-making support during operational challenges
Ensure supervisors have adequate staffing, resources, and authority to manage shifts effectively
Coach supervisors on leadership, prioritization, and problem-solving
Maintain awareness of call volume, service levels, and response times
Support supervisors during high call volume periods or staffing shortages
Ensure call handling standards and escalation protocols are consistently followed
Assist with monthly call audits for overnight operations
Review audit results with the Director and Supervisors
Ensure corrective actions and coaching plans are implemented and tracked
Report audit findings and improvement recommendations to leadership
Identify opportunities to improve PM shift workflows, QC processes, and communication
Collaborate with the Director to update protocols and procedures
Assist with training supervisors and staff on updated processes
Assess overnight staffing needs and anticipate coverage risks
Assist with contingency planning for call-outs, high-volume nights, and system issues
Ensure continuity of operations across all states overnight
Manage and maintain overnight staff schedules to ensure adequate multi-state coverage
Coordinate schedules for supervisors and staff based on call volume and operational priorities
Proactively adjust schedules for PTO, call-outs, training, and unexpected gaps
Ensure schedules are clearly communicated and updated in a timely manner
Set expectations for professionalism, accountability, and service excellence overnight
Reinforce policy adherence and address performance concerns in partnership with leadership
Promote a culture of teamwork, ownership, and proactive problem-solving