Contact Center Manager (Manager of Navigation Services)

Job Description

Job Description

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

Nice to Have

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 .

Powered by JazzHR

Jf77wiNij8