Sr. Call Center Manager

Viva Eve•New York, NY

26d•$105,000 - $130,000•Onsite

About The Position

We’re seeking an experienced and inspiring Senior Call Center Manager to lead our team of 5–10 Call Center Associates. This is an onsite leadership role that sits at the center of how patients experience Viva Eve — from their very first inquiry to their ongoing care. Our Call Center team manages inbound calls and emails from both new and existing patients, helping them schedule appointments, understand our services, and feel confident about their care. The Senior Manager will train, coach, and empower the team to communicate Viva Eve’s differentiated services, address billing questions with empathy and clarity, and implement our strategic scheduling strategy to ensure patients have timely access to care. This is not a transactional sales role, but a conversion‑focused leadership position grounded in trust, education, and patient commitment to care.

Requirements

Bachelor’s degree preferred; Associate degree or equivalent experience required.
Minimum 5 years of call center or patient access experience in a healthcare or service-focused setting.
Proven experience improving appointment conversion or scheduling outcomes in a patient‑access, healthcare, or service‑oriented sales‑adjacent environment
At least 2 years of management experience leading a customer-facing team.
Strong background in training, coaching, and team development.
Deep understanding of the patient journey and the role of communication and scheduling in patient care.
Excellent interpersonal, verbal, and written communication skills.
Proficiency with call center software and CRM tools (Salesforce or equivalent). Athena experience a plus.
Comfortable operating in a fast‑paced, startup‑ or growth‑stage environment with evolving processes and limited structure.
Proactive, ownership‑driven leadership style — you identify issues before they escalate and take accountability for outcomes.
Positive, adaptable, and highly organized, with a passion for women’s health and exceptional patient service.
Willing and able to be on‑site at the Forest Hills location daily (non‑negotiable).

Nice To Haves

Athena experience a plus.

Responsibilities

Oversee daily call center operations to ensure a seamless, high-quality experience for all patients.
Provide hands-on leadership and coaching to a team of 5–10 Call Center Associates.
Foster a positive, professional, and empathetic culture aligned with Viva Eve’s mission and values.
Develop and deliver engaging training programs that equip associates to clearly communicate Viva Eve’s services and billing policies.
Provide regular coaching, feedback, and mentoring to strengthen confidence and service quality.
Create reference tools, scripts, and communication guides to support consistency and patient satisfaction.
Champion continuous learning and professional development for every associate.
Lead implementation of Viva Eve’s strategic scheduling approach to maximize appointment utilization and provider capacity.
Monitor scheduling trends and identify opportunities to improve efficiency and patient access.
Track and analyze KPIs such as inquiry-to-appointment conversion, call response times, and patient satisfaction.
Collaborate with leadership to address operational challenges and enhance performance.
Partner closely with Operations, Marketing, and Clinical teams to align call center efforts with organizational priorities.
Support the rollout and adoption of Athena‑based automation and workflow improvements, ensuring the call center team is trained, aligned, and fully integrated into new systems
Continuously review and refine workflows, scripts, and communication processes for clarity and impact.
Ensure adherence to Viva Eve policies, procedures, and compliance standards, maintaining patient confidentiality at all times.