Contact Center Manager

Contact Center Manager (Manager of Navigation Services) Full Time – St. John’s, NL Fonemed is a fast-growing healthcare technology company on a mission to transform how providers deliver care. Our solutions help clinics, hospitals, and health systems work smarter, improve patient outcomes, and operate more efficiently. As we continue to expand, we’re looking for a motivated Manager of Navigation Services to join our team and grow with us. Position Overview We are seeking an experienced Manager of Navigation Services to lead and scale our patient support operations across North American markets. This role is critical to ensuring exceptional patient experiences, regulatory compliance, and efficient contact center performance in a 24/7 healthcare environment. You will manage a distributed team of agents supporting appointment scheduling, patient intake, technical support, and general inquiries—while aligning operations with healthcare regulations in both countries. Key Responsibilities: Lead, coach, and develop a high-performing contact center team supporting Canadian and U.S. patients Oversee daily operations across phone, chat, email, and SMS channels Ensure compliance with HIPAA/FWA (U.S.) , PHIA/HIA (Canada) , and internal privacy standards Monitor KPIs, SLA, quality scores, and staffing adherence Partner with Clinical, Product, and Compliance teams to improve patient workflows Manage workforce planning, scheduling, and capacity forecasting across time zones Implement quality assurance programs, training initiatives, and performance reviews Lead incident management and escalation for sensitive patient or clinical issues Drive continuous improvement through data analysis and process optimization Support contact center technology  Oversee supporting operations and contractors that contribute to our services when appropriate Skills and Requirements Completion of a diploma or degree from a relevant program such as Business – combination of relevant education and experience will be considered Contact center leadership experience, preferably in telehealth, healthcare, or regulated services Experience managing remote or hybrid teams across multiple geographies Strong coaching and mentorship abilities  Strong knowledge of healthcare privacy regulations (HIPAA, PHIA) Proven ability to scale operations while maintaining high service quality Experience with omnichannel contact center platforms Excellent communication, coaching, and stakeholder management skills Data-driven mindset with strong reporting and analytics capabilities Nice to Have Experience in a bi-national (Canada/U.S.) operation Familiarity with telehealth workflows and virtual care models Bilingual (English/French or English/Spanish) Experience supporting 24/7 or on-call healthcare environments Why Work with Us With over 20 years in the telehealth industry servicing clients across North America, Fonemed prides itself on providing outstanding client experience and practicing a culture of care in everything we do. We are a growing company who values our greatest resource - our people We provide a collaborative company culture and a welcoming team. We offer our team the opportunity to work in an exciting industry and a competitive compensation package, including health benefits and retirement saving options, as well as a great paid leave program. If you are looking for a company that values you, apply today Fonemed is an equal opportunity employer and is committed to diversity, equity, and inclusion. We appreciate the interest of everyone who applies for the position, however only those selected for an interview will be contacted. Please visit our website to apply at www.fonemed.com .  Powered by JazzHR