Contact Center Manager

Isaac Health

6d•$70,000 - $90,000•Remote

About The Position

We are looking for a tech-savvy individual with a passion for health and older adult care and a sales and operational leader mindset to join our growing team. The Contact Center Manager will join our team to help us provide outstanding patient care through our innovative telemedicine platform. In this role, you will be responsible for overseeing our Enrollment team, managing the day-to-day operations of our outbound strategy, and ensuring that we are providing the highest level of care to our patients and their loved ones. This position will report to the Head of Business Operations and also collaborate closely with the Client Success team and clients to ensure proper launch of new outbound partnerships. The ideal candidate will have a strong background in team building, project management, and sales coaching. You will also be a highly organized and detail-oriented individual with excellent communication and interpersonal skills.

Requirements

Team Leader: You build a positive team culture, and rally a team to hit goals while also creating a supportive environment.
Sales Coach: You bring a sales mindset to the Isaac Health mission and know how to empower others with this skill.
Proactive Problem Solver: You anticipate issues and address them before they become problems, and enjoy creating structure in a nebulous environment.
Detail-Oriented: You pay attention to the small details that can make a big difference in patient care and satisfaction.
Resilient: You can handle the emotional demands of approaching patients and their families, maintaining a positive attitude even in challenging situations.
Motivated and Goal-Oriented: You are driven to achieve conversion goals while maintaining high standards of patient care. You have a sales mindset and find it easy to interact with and convince others, and to promote health-related behaviors.
Experienced: You understand how to navigate in a healthcare environment, including handling sensitive data, checking eligibility, scheduling appointments, and collecting relevant patient information.
Tech Savvy: You know how to troubleshoot your own system and can help others with issues if they arise. You are familiar with and can optimize CRMs, telephonic systems, and
Independent: You thrive in a remote environment.
Creative and Analytical: You see a problem and first diagnose it, then think outside the box to solve. You are comfortable analyzing data in Excel and can build PowerPoint decks to communicate your ideas based on findings.
Ability to inspire, motivate, and manage a multidisciplinary team; fostering a positive work environment
Excellent verbal and written communication skills to interact clearly and professionally with staff, patients, and management; including active listening and the ability to convey information accurately and empathetically
Strong analytical and critical thinking skills to identify issues, develop solutions, and implement effective strategies for improving clinic operations and patient care
Ability to manage multiple tasks and responsibilities efficiently, prioritize work, and ensure that each outreach campaign meets the defined goals
Understanding and addressing the needs and concerns of patients and team members with compassion and sensitivity, fostering a supportive and caring environment
Ability to handle conflicts and disagreements constructively, mediating disputes and finding amicable solutions to maintain a harmonious work environment
Flexibility to adapt to changing circumstances, healthcare regulations, and the evolving needs of the clinic and our patients
Strong interpersonal skills to build and maintain positive relationships with staff, patients, and other stakeholders, promoting collaboration and teamwork
Keen attention to detail to ensure accuracy in administrative task and compliance with healthcare regulations and Isaac workflow protocols
Efficiently managing time to balance various responsibilities, including administrative duties, team management, reporting, and onboarding

Nice To Haves

Bachelor's in Business Administration or other related field
5+ years in sales management
Proven ability to manage and drive a team to exceed sales goals
Strong understanding of healthcare regulations and best practices
Excellent organizational and time-management skills
Ability to work effectively in a remote environment
Proficiency in telehealth technology

Responsibilities

Oversee and manage a team of outreach and intake associates including, but not limited to:
Training, onboarding and people management
Building processes in collaboration with Client Success to operationalize custom workflows for new clients
Delegation of tasks and responsibilities
Performance management and evaluations
Commission tracking
Dialer system and CRM / Google Sheets optimization
Sales coaching and development
Ensure compliance with client and CMS standards across all workflows
Ensure quality of each caller interaction in alignment with Isaac Health’s standards
Manage service level agreements (SLAs) and performance metrics including but not limited to:
Managing individual campaign staffing
Tracking agreed-upon client metrics in collaboration with Client Success
Ensuring accuracy and compliance with all new patient workflows
Reporting on KPIs, including cancellation and conversion rates