Call Center Operations Manager

Position Summary / Scope of Responsibility:

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.

Primary Responsibilities:

The incumbent may be asked to perform job-related tasks other than those specifically stated in this description. The duties and responsibilities of the position are to be carried out in a manner that is consistent with the Mission, Core Values and Operating Principles of MedVanta.

1. Oversee daily operations of the Centralized Contact Center, ensuring consistent coverage, efficient workflows, and high-quality service delivery across all service lines.
2.  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.
3. Onboards new clients/practices into the contact center.
4. Provide direct operational support during staff absences, periods of high volume, or escalation situations.
5. Develop SOPs, standardized workflows, and onboarding materials to ensure contact center staff can operate efficiently and deliver exceptional service across all programs.
6. Oversee the VantaStat injury line and ensure timely coordination of same-day/next-day in-person or virtual appointments.
7. Manage workflows associated with the VantaStat patient-facing app, including operator engagement, message response standards, issue escalation, and patient communication quality.
8. Lead initiatives to elevate the VantaStat service model, including workflow refinement, quality monitoring, and patient experience improvements across phone and app-based channels.
9.  Oversee administrative coordination and scheduling for the Advanced Practice Provider (APP) pool that supports after-hours VantaStat virtual visits.
10. Schedule both contact center staff and APPs to ensure adequate coverage for all centralized access functions and VantaStat operations.
11. Coordinate and track credentialing and re-credentialing workflows for APPs participating in VantaStat.
12. Handle VantaStat monthly invoicing, utilization tracking, and divisional reporting.
13. Compile, analyze, and present VantaStat performance data as part of weekly contact center reporting (via a manual dashboard).
14. Run reports in the EHR and perform deep-dive analyses to identify scheduling discrepancies or operational issues that require resolution.
15. Oversee the Contact Center Cloud platform (currently RingCentral) to ensure optimal performance, configuration, and reporting.
16. Collaborate closely with IT and the Application Solutions team to support mutual access-related goals, technology enhancements, and issue resolution.
17.  Performs all other duties as assigned.

Reporting Relationships:

The Call Center Operations Manager reports directly to MedVanta’s VP Program Development.

This role does have direct reports.  

Required Education and Experience:

1. Bachelor’s degree in Healthcare Administration, Business, or related field required; Master’s preferred.
2. 3–5+ years of experience in healthcare operations, centralized scheduling/contact center oversight, or medical practice management.
3. Experience in supervisory role within a call center, customer service, or healthcare setting required.
4. Experience in Orthopedics preferred
5. Experience with telehealth operations, digital patient engagement tools, or mobile app workflows preferred.
6.   Knowledge of provider scheduling, credentialing, and ambulatory clinical workflows strongly beneficial.
7.  Proficient knowledge of medical terminology. Working knowledge of musculoskeletal conditions and orthopedic terminology a plus
8. Working knowledge of Customer Relationship Management (CRM) systems like SalesForce. 

Competencies / Required Skills and Abilities:

1. Strong leadership and team-building skills, with the ability to motivate and manage a diverse team.
2. Excellent communication skills, both verbal and written, with the ability to articulate instructions clearly and effectively.
3. 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.
4. Possess adequate typing skills and advanced computer knowledge.
5. Ability to work independently and as part of a team in a remote or hybrid environment.
6. Exceptional organizational, multitasking, and time management skills.
7. Must be able to read, write, speak, understand, and communicate in the English language. Bilingual in Spanish language (or other language) is a plus.

Physical Demands:

1. Must be able to sit for long periods of time and lift up to 25 pounds.
2. Must be able to use appropriate body mechanics techniques when performing desk duties.
3. Use of clear and audible speaking voice and the ability to hear normal speech level in person, over the telephone, or through use of other required technology.
4. Visual acuity adequate to perform job duties, including reading materials from printed sources and computer screens.