Head of Contact Center Strategy
About The Position
The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum Job Description WellBe Senior Medical is looking for an experienced contact center leader to partner with the VP of call center operations. As partners the leaders will be responsible for contact center performance, operations, strategy, and change management. This leader specifically will be responsible for contact center projects, quality, training, and contact center strategy.
Requirements
- Master’s degree in business, operations, or healthcare (MBA, MSOM, MHA, MPH).
- 10+ years Call/Contact center background experience, prefer experience in health care.
- Deep knowledge of call center strategy.
- Deep knowledge of organizational change management.
- Entrepreneurial mindset.
- Exceptional communication skills and emotional intelligence, with the desire to help patients live a meaningful life.
- Discretion and confidentiality.
Responsibilities
- Lead the development and strategy for contact center projects.
- Lead the implementation and refinement of contact center quality & training.
- Build and manage a high performing team, fostering an environment of continuous improvement.
- Collaborate with the other leaders of contact center operations to ensure high quality, and member experience.
- Provide mentorship and guidance to team members and colleagues, enhancing their skills and career growth.
- Serve as a thought leader for contact center enablement.
- Establish operational targets, best practices, and training programs that support service quality and efficiency standards.
- Identify and adopt models and tools that enhance the member experience and drive conversions.
- Provide oversight to engagement ecosystem projects organization wide.
- Serve as a thought leader for engagement ecosystem.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Number of Employees
251-500 employees
