• Build and lead a high-performing remote clinical call center and admin operations team serving multiple sites. • Develop and refine Standard Operating Procedures (SOPs) to ensure consistency, standardization and compliance. • Define and manage clear SLAs and KPIs focused on patient experience, responsiveness, and efficiency. • Identify and implement the best tech tools—telephony systems, CRM/EMR integrations, workforce management, and analytics platforms—to drive performance, and manage the support relationship with vendors • Use tools and data to monitor results, identify bottlenecks, and lead continuous improvement efforts. • Collaborate closely with clinical operations and site leaders to align workflows and priorities, establishing the call center as a best-in-class support extension of the in clinic team. • Recruit, train, and coach remote team members, building a culture of accountability and service excellence.