Bilingual Contact Center Operations Manager

Location:
Remote (Latin America) Schedule: Monday through Thursday, 8:00 AM to 6:00 PM U.
S. Eastern Time Reports to: VP of Operations

About Us
Rheumatic Wellness Institute (Rheumwell) is a founder-led rheumatology practice in South Miami, Florida. We run our own infusion suite, dispensary, and clinical research program, and we take patient service seriously. Our practice is open Monday through Thursday, and our contact center is staffed offshore to match those hours. We are in the middle of modernizing how patients reach us. We are rolling out Phreesia for digital check-in, eligibility verification, and payment collection, and we need an experienced manager to take ownership of the contact center and front desk during and after that transition.

About the Role
The Contact Center Operations Manager is responsible for patient access at the practice. That means every inbound call, every appointment booked, every check-in, and the intake platform behind them. You will manage the offshore contact center agents and the on‑site front desk and insurance verification staff, set the daily operating rhythm, and be accountable to leadership for a defined set of metrics. The team today is small and has not had consistent management. Call abandonment, no‑shows, and cancellations are higher than they should be. We are looking for someone who has fixed this kind of situation before, can show the numbers, and wants the authority to do it again. This is a manager role, not a team lead role. You will hire, coach, and performance‑manage your own team, and you will report directly to the VP of Operations. What You Will Do Run daily operations
- Own staffing, shift coverage, queue management,



and schedule adherence for the contact center and front desk across our Monday through Thursday operating hours.
- Own the scheduling workflow end to end. Audit it regularly, remove friction, and keep bookings aligned with provider templates and clinic capacity.
- Run recall and reactivation campaigns for established patients who do not have a future appointment, and own the booking rate on those campaigns.
- Manage our cloud telephony platform (Vonage), including queue configuration, routing, after‑hours handling, and reporting.
- Lead system transitions and cutovers with a written plan, a training plan, and a fallback. Own Phreesia
- Take ownership of Phreesia as a platform: check‑in, check‑out, eligibility verification, payment collection, digital scheduling, and automated call handling.
- Configure and maintain its rules, templates, and workflows alongside our EMR (eClinicalWorks).
- Track adoption, including digital check‑in completion and pre‑visit verification rates, and improve it month over month.
- Retire the manual front desk tasks Phreesia replaces and put that time to better use. Manage the team
- Serve as the manager of record for every agent, team lead, front desk staff member, and verification staff member on your team.
- Recruit, interview, and onboard new hires in partnership with the VP of Operations.
- Hold weekly one‑on‑ones with each direct report and keep notes. No one on your team should hear about a performance problem for the first time in a review.




- Set productivity and quality targets by role. Review call recordings each week and score them against a written QA rubric.
- Address underperformance the week it shows up. Start with coaching, move to written expectations, then a formal improvement plan. Bring termination recommendations to the VP of Operations with documentation.
- Handle shift scheduling, time‑off approvals, and attendance.
- Run a remote team well: daily stand‑ups, visible queue dashboards, and a culture where people raise problems early instead of hiding them. Train and develop
- Write and maintain the SOPs, call scripts, escalation paths, and Phreesia workflow guides. The existing operations manual is your starting point, not the finished product.
- Build a structured onboarding program so a new agent can take live calls independently within a set number of days, with a checklist that confirms it.
- Deliver ongoing training on scheduling rules, insurance and referral requirements, provider preferences, and system changes. Every process change comes with training.
- Develop team leads who can run the floor for a day without you.
- Use Culture Index or Predictive Index profiles to adjust how you coach and communicate with each person. Report to leadership
- Build and maintain the patient access scorecard in Excel or Google Sheets. Core measures include service level, abandonment rate, average speed of answer, bookings per day, recall booking rate, no‑show rate, cancellation rate, same‑day fill rate, scheduling accuracy, QA scores, repeat‑call rate, and digital check‑in completion.
- Send a short end‑of‑day summary to the VP of Operations: calls offered, abandoned, booked, gaps filled, open escalations.
- Lead a weekly metrics review ag

📌 Contact Center Manager (Colombia)
🏢 Rheumwell | Comprehensive Rheumatology
📍 Colombia