Project Manager — 24/7 Clinical Call Center & Paging Operations

Position Summary

Cellentia Tech seeks an experienced Project Manager to lead on‑site operations for a 24/7/365 clinical call center and emergency paging program. The PM will serve as the single point of contact for Government stakeholders, manage staffing and performance, oversee training and QA, and ensure flawless execution of all No‑Fail tasks (Code Blue, STAT paging, DART, fire paging, OR/organ transplant activations).

Key Responsibilities

• Operational Leadership: Oversee daily on‑site operations, ensure 24/7 coverage, manage surge activations and continuity plans.
• Stakeholder Liaison: Serve as primary contact for Government Project Manager and COR; lead weekly status reviews.
• Staffing & Scheduling: Approve and maintain shift schedules, on‑call rosters, and redundancy plans.
• Quality & Compliance: Implement and enforce the Quality Control Plan; coordinate QA sampling and corrective actions.
• Training Oversight: Lead Train‑the‑Trainer program, certify Lead Agents, and approve retraining plans.
• Incident Management: Own escalation path Agent → Lead Agent → Project Manager → Government PM; document incident logs.
• Technical Coordination: Coordinate AVAYA and SPOK integrations, database updates, and technical support escalations.
• Reporting: Deliver required system, user, and detail reports; ensure audit readiness.

Required Qualifications

• Education: Bachelor’s degree.
• Experience: Ten (10) years progressive customer service experience with a minimum of five (5) years’ experience as a manager in a call center environment.
• Domain: Preferably experience in the medical or healthcare call center sector.
• Skills: Strong leadership, incident management, QA and reporting experience, SPOK/AVAYA familiarity, excellent written and verbal communication.
• Availability: Must be able to work on‑site in Bethesda, MD and be available for after‑hours escalation.

Preferred Qualifications

• Prior experience managing 24/7 clinical paging or hospital call center operations.
• Experience with CYRACOM or other interpreter services.
• PMP or equivalent project management certification.

Working Conditions

• On‑site presence required; ability to work nights, weekends, and holidays as part of 24/7 coverage.
• 1099 contractor status; full‑time commitment to the contract.

Pay

$55.00 - $85.00 per hour

Work Location

In person