Associate Manager – Virtual Front Desk

About the role

The Associate Manager – Virtual Front Desk leads daily operations of a remote front‑desk function that supports healthcare customers. You will ensure high service quality, SLA compliance, and continuous improvement while coaching a high‑performing team.

Key responsibilities

• Drive service quality, productivity, customer satisfaction and SLA targets for the virtual front desk.
• Plan workforce, manage staffing, distribute workload and maintain operational readiness.
• Coach, mentor and develop team members through regular performance reviews and development plans.
• Monitor operational KPIs, analyse trends and implement corrective actions.
• Resolve complex customer escalations with root‑cause analysis and cross‑functional collaboration.
• Build and maintain strong client relationships through proactive communication.
• Lead process‑improvement, automation and efficiency initiatives.
• Ensure documentation and compliance with HIPAA, PHI and company policies.
• Partner with Product, Engineering, Training, QA and Operations to convey customer insights.
• Prepare performance reports and foster a culture of accountability.

Required profile

• Bachelor’s degree (foreign education is a plus).
• 5–7 years of experience in Customer Success, Support or Healthcare IT.
• At least 2 years leading or mentoring a virtual front‑desk team.
• Strong understanding of customer success methodologies and performance management.
• Excellent verbal and written communication with stakeholder‑management experience.
• Analytical mindset with proven ability to use operational data for decision‑making.

Required skills

• Experience with EMR/EHR platforms and US healthcare workflows.
• Knowledge of HIPAA and PHI compliance.
• Lean Six Sigma (certification preferred).
• ITIL (certification preferred).
• Project Management (certification preferred).

What we offer

• Competitive salary with bi‑annual bonus.
• Fast‑track, uncapped career growth for high performers.
• Company‑sponsored vehicle financing, interest‑free loans and provident fund matching up to 8% of base salary.
• Fuel card and cellular allowance.
• In‑house clinic with 24/7 tele‑medicine, hospital monitoring and comprehensive health coverage.