Manager

• Monitor telehealth call queues to ensure calls are answered within target response times
• Track and follow up on all missed or abandoned calls to ensure timely resolution
• Oversee call center operations to confirm calls are properly transferred to providers
• Identify and escalate operational or staffing issues that may impact service delivery
• Maintain shift logs and communicate handoff notes to incoming managers or leadership
• Collaborate with clinical and operations teams to ensure seamless coordination of care
• Monitor KPIs (call volume, response time, call resolution) and report shift performance

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