Front Desk Communications Manager
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Location: El Cubo Center, Antigua, Guatemala
Status: Filled Position
About Avanmed
avanmed partners with medical practices across the United States to deliver high-quality front desk operations, digital growth, and patient communication solutions. Our teams support providers nationwide while operating from a fast-growing international delivery model.
Job Overview
avanmed is seeking an experienced Front Desk Communications Manager to lead and scale our Front Desk operations supporting medical practices across the United States and Canada. This senior operations leadership role includes managing large, distributed teams, driving performance, preventing account losses, and implementing systems, reporting, and operational strategies that support rapid growth. The ideal candidate brings BPO leadership experience at scale (50–100+ agents), is fully bilingual (English/Spanish C1), and has the operational maturity to make executive-level decisions that protect revenue, improve client outcomes, and strengthen internal performance. The role reports directly to executive leadership and plays a critical role in avanmed’s continued expansion.
Core Responsibilities
Own day-to-day Front Desk operations across all client accounts
Act as the senior escalation point for client, agent, and system issues
Make executive decisions to prevent service failures and account losses
Ensure operational readiness across staffing, equipment, tools, and space
Partner with leadership on growth planning, capacity forecasting, and logistics
Lead and manage Front Desk teams of 50–100+ agents
Conduct structured 1:1s, performance reviews, and corrective action plans
Build accountability through KPIs, scorecards, and performance tracking
Monitor attendance, productivity, and commission eligibility
Create a culture of ownership, structure, and continuous improvement
Pre-qualify candidates, lead interviews, and be accountable for hiring decisions
Oversee onboarding workflows including accounts, access, equipment, and documentation
Coordinate training, client onboarding calls, and live launch execution
Ensure agents are fully prepared before go-live across all systems and workflows
Prepare and analyze weekly performance reports for leadership and clients
Identify trends, risks, and opportunities before they impact accounts
Conduct call quality audits, mystery shopping, and QA reviews
Implement corrective strategies based on data and performance insights
Configure and manage operational tools including CallRail, Aircall, CRMs, TimeDoctor, avanmed University, scripts, and workflows
Improve reporting accuracy, visibility, and decision-making dashboards
Ensure teams are using tools consistently and effectively
Qualifications
BPO leadership experience managing 50–100+ employees
English xhfqzwm and Spanish fluency at C1 level (required)
Proven experience supporting US-based clients, ideally in healthcare
Strong operational judgment with the ability to make executive-level decisions
Demonstrated success in performance recovery, retention, and scaling teams
Highly analytical with strong reporting and KPI management skills
Tech-savvy and comfortable managing multiple platforms simultaneously
Structured, decisive, and proactive leadership style
Clear communicator with authority and accountability
Experience building systems, processes, and operational discipline at scale
Minimum of 2+ years at a senior/leadership level
Application
Please submit your contact information and CV/Resume (PDF, up to 2 MB) to
. By applying you agree to the terms & conditions and privacy policy provided by avanmed, and you consent to receive communications from avanmed, including text messages.
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