Client Services Manager

Client Services Manager leading overnight/PM operations in a 24/7 call center. Oversees overnight QC processes, positive result workflows, supervisor support, call center performance, and staffing continuity across states during overnight hours. Acts as the primary overnight escalation point, ensuring quality control, timely exam results, adherence to policy, and exceptional client service while supporting supervisors and frontline staff. Responsibilities include overseeing QC across all states, ensuring state-specific turnaround times, communicating results to radiology groups, tracking issues to resolution, and escalating ongoing reading-group issues. Manages positive result workflows, monitors timeliness and accuracy, and steps in to assist during high volume. Provides real-time guidance to supervisors, ensures adequate staffing and resources, coaches supervisors on leadership and problem-solving, maintains call volume and service levels, conducts monthly call audits and quality reviews, and leads process improvement and standardization for overnight operations. Requires overnight and weekend availability; emphasizes leadership, communication, organization, and problem-solving in healthcare call-center operations.