Current Job Openings
KORE1, a nationwide provider of staffing and recruiting solutions, has an immediate opening for a Call Center Manager in the Fort Lauderdale area.
Summary:
The Telehealth Call Center Manager is responsible for overseeing daily call center operations that support virtual healthcare visits. This role ensures high-quality patient service, operational efficiency, staff performance, and compliance with healthcare regulations while leading and developing a team of call center agents.
Essential Responsibilities:
- Manage daily operations of the telehealth call center, including staffing, scheduling, and workflow
- Supervise, coach, and evaluate call center staff to ensure performance and quality standards
- Monitor call metrics and KPIs such as call volume, average handle time, first-call resolution, patient satisfaction, and service level agreements (SLAs)
- Develop and implement policies, procedures, and training programs
- Ensure compliance with HIPAA and telehealth regulations
- Collaborate with clinical, IT, billing, and operations teams to support virtual visit workflows
- Handle escalated patient issues and service recovery
- Oversee quality assurance, call monitoring, and performance improvement initiatives
- Manage call center technology, systems, and vendor relationships
- Prepare reports and provide insights to leadership on performance, trends, and KPIs
Key Performance Indicators (KPIs)
- Average Handle Time (AHT): Time spent per call
- First-Call Resolution (FCR): Percentage of issues resolved on the first contact
- Call Abandonment Rate: Percentage of calls not answered by agents
- Patient Satisfaction (CSAT/NPS): Survey-based patient feedback
- Service Level Agreement (SLA) Adherence: Percentage of calls answered within target timeframe
- Staff Productivity: Calls handled per agent per shift
- Quality Assurance Scores: Compliance with call scripts, accuracy, and professionalism
Required Qualifications:
- Bachelor's degree in Business, Healthcare Administration, or related field (preferred)
- 3-5+ years of call center experience, including leadership or management roles
- Experience managing teams in a healthcare, telehealth, or medical call center environment
- Strong leadership, communication, and problem-solving skills
- Experience with call center software, CRM systems, and reporting tools
Preferred Qualifications:
- Experience in telehealth or healthcare services
- Knowledge of HIPAA and healthcare compliance requirements
- Experience managing remote or hybrid call center teams
- Bilingual (English/Spanish) a plus
- Experience working with established or branded service organizations
Key Skills
- Team leadership and development
- Operational and performance management
- KPI monitoring and reporting
- Quality assurance and compliance
- Data analysis and process optimization
Work Environment
- Remote, hybrid, or onsite
- Fast-paced telehealth and healthcare services environment
- Patient-focused, performance-driven culture
ABOUT KORE1
Specializing in professional and technical recruiting, KORE1 is committed to supporting top IT, Engineering, Creative, Scientific, Accounting and Finance professionals in their career paths. We build deep relationships with leading companies, connecting them to exceptional talent every day. With extensive industry expertise and unmatched opportunities, our goal is to provide a unique experience for our contractors and consultants as they prepare for their next role. We are passionate about matching the right people with the right companies.
Specializing in professional and technical recruiting, KORE1 is committed to supporting top IT, Engineering, Creative, Scientific, Accounting and Finance professionals in their career paths. We build deep relationships with leading companies, connecting them to exceptional talent every day. With extensive industry expertise and unmatched opportunities, our goal is to provide a unique experience for our contractors and consultants as they prepare for their next role. We are passionate about matching the right people with the right companies.
Kore1 provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Kore1 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Kore1 expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Kore1's employees to perform their job duties may result in discipline up to and including discharge.
Salary Range:
$ 50.00 - $ 60.00