Client Services Manager
Position Overview
We are currently seeking a Client Services Manager to support and oversee overnight/PM and weekend operations within our 24/7 call center. This leadership role is responsible for quality control oversight, positive result workflows, supervisor support, call center performance, and staffing continuity across all states during overnight hours. The Client Services Manager serves as the primary escalation point overnight, ensuring operational excellence, timely exam results, adherence to policy, and exceptional client service while supporting supervisors and frontline staff.
Primary Responsibilities
Oversee quality control processes throughout the PM/overnight shift across all states
Ensure exams are resulted within expected state-specific timeframes
Verify compliance with state requirements for exam turnaround times
Track unresolved result issues and follow up until completion
Escalate ongoing or repeated reading group issues to leadership
Ensure all positive results are communicated in accordance with policy and client requirements
Maintain awareness of call volume, service levels, and response times
Support supervisors during high call volume periods or staffing shortages
Assist with monthly call audits for overnight operations
Identify opportunities to improve PM shift workflows, QC processes, and communication
Avoidance of performance concerns in partnership with leadership
Set expectations for professionalism, accountability, and service excellence overnight
Requirements
Availability to work overnight and weekends as needed
Strong leadership, communication, and decision-making skills
Excellent organizational and problem-solving skills
Experience supporting supervisors or leading teams preferred
Strong attention to detail and follow-through
Ability to utilize multiple systems and applications simultaneously
High school diploma or higher education required
Experience in medical dispatch, call center leadership, or healthcare operations preferred
Compensation
Top-tier pay aligned with experience and performance
Benefits
Generous Medical, Dental, and 401(k) benefits package
PTO
Long-Term Disability and Life Insurance
Overtime opportunities