Call Center Manager – Medical Aesthetics & Wellness (Remote)

Location: Remote (New York / New Jersey preferred)
Employment Type: Full-Time
Industry: Medical Aesthetics, Wellness, Healthcare

About the Opportunity: We are partnering with several highly successful, multi-location medical aesthetics and wellness organizations throughout New York and New Jersey that are seeking experienced Call Center Managers to lead, develop, and scale high-performing patient communication teams.

This is not a role for someone who simply manages schedules and monitors calls. We are looking for true leaders individuals who can build structure, create accountability, improve conversion rates, elevate the patient experience, and develop teams that consistently perform at a high level.

The ideal candidate has experience leading high-volume call centers and understands that every inbound call represents both a patient seeking guidance and a revenue opportunity for the business.

What You'll Do

• Lead and manage a team of patient coordinators, call center representatives, and scheduling specialists
• Create and implement call center SOPs, workflows, scripts, quality assurance programs, and performance metrics
• Establish KPIs focused on conversion, response times, appointment booking rates, patient satisfaction, and revenue generation
• Coach, mentor, and develop team members through regular training and performance management
• Monitor call recordings and provide actionable feedback to improve patient interactions
• Analyze reporting and identify opportunities to improve efficiency, staffing, patient retention, and sales performance
• Collaborate with executive leadership, operations, and marketing teams to support business growth initiatives
• Build scalable systems that support multiple locations and continued expansion
• Ensure exceptional patient experiences across every touchpoint
• Foster a culture of accountability, ownership, professionalism, and continuous improvement

What We're Looking For

• 3+ years of call center management experience required
• Experience managing high-volume inbound call environments
• Proven track record of improving team performance and operational efficiency
• Strong leadership presence with the ability to motivate, coach, and hold teams accountable
• Data-driven mindset with experience tracking and reporting on KPIs
• Excellent communication, organizational, and problem-solving skills
• Comfortable working in fast-paced, growth-oriented organizations
• Experience in healthcare, medical aesthetics, wellness, beauty, cosmetic surgery, dermatology, dentistry, hospitality, or luxury service industries strongly preferred

Bonus Qualifications

• Experience managing remote teams
• Experience with CRM, EMR, or patient management platforms
• Knowledge of consultation conversion, patient journey optimization, or sales-focused call center environments
• Experience supporting multi-location businesses
• Background in medical aesthetics, plastic surgery, dermatology, med spas, wellness, or elective healthcare services

What Success Looks Like

• Calls are answered promptly and professionally
• Appointment conversion rates improve
• No leads fall through the cracks
• Team members understand expectations and consistently hit goals
• Patients receive a five-star experience from their very first interaction
• Leadership gains visibility into performance through accurate reporting and accountability

Why Join?

• Work with some of the fastest-growing medical aesthetics and wellness organizations in the Northeast
• Fully remote opportunity
• Significant opportunity to influence operations and growth
• Join leadership teams that value systems, innovation, and accountability
• Competitive compensation with performance-based incentives

Comp Negotiable but around $40-$55 per hour | Salaried positions available.

If you're the type of leader who walks into a call center and immediately sees opportunities to improve workflows, coaching, reporting, and conversion—and you already have a plan for how you'd do it—we'd love to hear from you.

Pay: $40.00 - $55.00 per hour

Work Location: Remote