Operations Manager

Scene Health

14d•$80,000 - $95,000•Remote

About The Position

Scene Health is hiring an Operations Manager in the Patient Solutions department to own the performance and compliance of daily operations, including logistical planning, workflow management, and improving efficiency and quality across its telephony system and proprietary software. The role combines contact-center system administration, workforce management, and quality assurance, helping Activation, Pharmacy, and Clinical Operations teams reach patients efficiently and compliantly. The preferred shift is 12 pm–8 pm EST, with rotating Saturday shifts as needed. The Operations Manager administers TalkDesk or a comparable contact-center platform, owns operational metrics and reporting, and translates operational needs into system-level solutions. The role also works directly with frontline team members to share metrics, feedback, and performance-management information. It collaborates with Patient Solutions, Product, Engineering, and vendors to configure systems, support campaigns and launches, improve processes, train users, and maintain compliant documentation. The position is fully remote. Scene Health is unable to sponsor visas. The company describes itself as an equal-opportunity workplace committed to an inclusive culture and diversity of backgrounds and perspectives.

Requirements

Experience administering a contact-center platform; TalkDesk is strongly preferred, and comparable platforms are considered.
Demonstrated ownership of call-center KPIs such as average handle time, occupancy, reach rate, and QA scoring.
Familiarity with HIPAA and TCPA compliance requirements in a call/contact-center context.
Experience building or improving QA and call-disposition workflows, including automation and efficiency efforts.
Strong cross-functional collaboration skills and ability to translate operational needs into technical requirements alongside Product and Engineering.
Experience with workforce planning, campaign scheduling, and volume forecasting.
Comfort creating training materials and leading internal enablement sessions for technical systems.
Proficient verbal and written communication in Spanish.

Nice To Haves

Prior experience in healthcare, health tech, or a regulated industry.

Responsibilities

Lead day-to-day operational use of TalkDesk, including user and permission setup, troubleshooting, issue escalation, reporting, and campaign management.
Lead TalkDesk process-improvement projects for inbound, outbound, and warm-transfer calling across Activation, Pharmacy, and Clinical Operations.
Identify and implement automation opportunities for QA scoring, call disposition, phone-number testing, and reporting workflows in TalkDesk and other operational systems.
Collaborate with Patient Solutions, Product, and Engineering to translate operational needs into technical requirements and delivery timelines, and review builds and configurations with the technology team.
Set up and monitor new client campaigns and outreach efforts.
Develop and maintain outreach and call lists, improve outbound reach rates, and advance automation of list-building across Patient Solutions departments.
Lead pre-launch configuration of internal telephonic systems and workflows, provide hands-on post-launch support, create outreach lists, and document client-specific processes.
Own and report on operational KPIs, including platform and call-list uptime, reach rate, average handle time, calls per agent, schedule adherence, occupancy, HIPAA- and TCPA-weighted QA/compliance score, call-center CSAT, call-disposition accuracy, and productivity.
Conduct call and video-engagement QA, document feedback, and use findings to support continuous improvement in training, onboarding, campaign setup, and system readiness.
Implement QA processes and performance tracking to monitor platform efficiency and user and patient experience.
Build and maintain reporting on call-center usage and metrics for Patient Solutions leadership.
Manage call-center headcount planning and campaign scheduling.
Support workforce planning and outreach allocation based on volume forecasting and campaign metrics.
Support performance tracking and management across Patient Solutions teams, including data analyses and automated reporting systems.
Develop and deliver training on technical systems, computer configuration, and call-disposition processes for frontline and calling teams.
Design and deliver user training for technology rollouts and system enhancements.
Document client-specific processes and departmental workflows to support scalability and regulatory compliance.
Conduct shadowing sessions and use analytical processes and tools to identify areas for improvement and ensure effective use of systems.
Contribute to vendor relationships and software optimization for TalkDesk and related calling infrastructure; schedule and lead vendor meetings as needed.
Support the design and standardization of departmental processes and documentation.
Serve as an escalation point for complex call-center issues and coordinate with cross-functional teams as needed.
Provide frontline team members with metrics, feedback, and information for performance management.