Associate Manager - Virtual Front Desk

Job description

Job Overview: The Associate Manager – Virtual Front Desk leads the day-to-day operations of the Virtual Front Desk function, ensuring exceptional service delivery, operational excellence, and high customer satisfaction. This role is responsible for driving team performance, SLA compliance, workforce effectiveness, and continuous process improvement while coaching a high-performing team and collaborating with cross-functional stakeholders to enhance customer experience and operational efficiency. Job Responsibilities: Lead Virtual Front Desk operations to achieve service quality, productivity, customer satisfaction, compliance, and SLA targets. Manage workforce planning, staffing, workload distribution, and operational readiness. Coach, mentor, and develop team members through regular performance reviews, feedback, and development plans. Monitor operational KPIs, analyze trends, and implement corrective actions to improve performance. Resolve complex customer escalations through root cause analysis and cross-functional collaboration. Build strong client relationships through proactive communication and expectation management. Drive process improvements, automation initiatives, and operational efficiencies to enhance service delivery. Ensure accurate operational documentation and compliance with HIPAA, PHI, organizational policies, and regulatory requirements. Partner with Product, Engineering, Training, Quality Assurance, and Operations teams to communicate customer insights and improve products and services. Prepare performance reports and foster a culture of accountability, collaboration, and continuous improvement. Qualifications: Bachelor's degree (foreign education is a plus). 5–7 years of experience in Customer Success, Customer Support, Virtual Front Desk, Healthcare IT, or related operations. Minimum 2 years of experience leading or mentoring a Virtual Front Desk team. Strong understanding of customer success methodologies, client relationship management, operational metrics, and performance management. Excellent verbal and written communication skills with demonstrated stakeholder management abilities. Strong analytical and problem-solving capabilities with experience using operational data to drive decisions. Experience supporting EMR/EHR platforms or US Healthcare workflows. (Preferred) Certifications in Customer Success, Lean Six Sigma, ITIL, Project Management, or related disciplines. (Preferred) Experience leading process improvement or operational excellence initiatives. (Preferred) Compensation and Benefits: 💰 Financial: Competitive salary and bi-annual bonus. Fast track and uncapped career growth for high performers. Company-sponsored vehicle financing (car and bike). Interest-free loans. Provident Fund: CureMD matches up to 8% of your base salary. Fuel Card. Cellular Allowance. 🏥 Health and Wellness: In-house clinic with a team of certified male and female doctors with 24/7 telemedicine service. Hospital treatment monitoring by company doctors. Comprehensive health coverage for your immediate family (outpatient, inpatient, maternity and parents' inpatient). Exclusive health benefits and discounts at top class clinics and labs. 🤝🏻 Supportive Workplace: Pick-up and drop-off services for female employees. In-house daycare facility. In-house gym and recreational area to unwind. 📚 Continued Learning: Company-sponsored trainings, workshops, development programs and retreats. Paid specialized trainings/certifications. The Difference You’ll Make: At CureMD, every role, whether senior or junior, plays a pivotal part in transforming healthcare. By joining our innovative team, you’ll contribute to groundbreaking technology that directly impacts patient care, enhances healthcare efficiency, and saves lives globally. Your skills and passion will drive meaningful change, helping us deliver solutions that support healthcare professionals in critical, real-time settings. Together, we’re not just advancing technology — we’re making a tangible difference in people’s lives. Together, let’s save lives.