Director, Service Operations

Yesterday

Apply Now

Receive Emails with Similar Jobs

Aledade, Inc.

WebsiteLinkedInAll Job Openings

Accountable Care Organizations (ACOs) • Health Information Technology • Data Analytics • Physician Collaborations

501 - 1000

Description

• The Director, Service Operations will lead the strategy and execution of various patient engagement and operational support teams within our healthcare service center, managing staff, processes, and technology to ensure business goals are met along with patient, practice, and employee satisfaction. • The Director will have oversight of both inbound and outbound omnichannel engagement and centralized support teams critical to enhancing the overall patient and practice experience within Aledade’s ACOs.

Requirements

• Minimum 5 years experience leading inbound and outbound contact center teams in startup or high growth organizations in excess of 200+ agents. • Minimum 3 years experience running multi-modal omni-channel campaigns with automation to improve contact and conversion rates (SMS, voice, dialers, email, chat). • Minimum 3 years experience running operational support teams (Quality Assurance, Issue Resolution, Dialer Administration, Document Processing, CCaaS Engineering, etc). • Deep understanding and experience managing key metrics such as contact and conversion rates, occupancy, adherence, AHT/ACW, 1st call resolution, abandonment rates, CSAT, etc. • Expertise and hands on implementation experience with CCaaS/UCaaS/CPaaS/CRM platforms including Five9, RingCentral, and Twilio. • Experience partnering with Workforce Management on scheduling, forecasting, optimization, and reporting at the department, queue, and individual levels. • Proven track record for building high performing teams and organizational structure that identifies and promotes high performing members using data driven analysis.

Benefits

• Flexible work schedules and the ability to work remotely are available for many roles • Health, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners • Robust time off plan 21 days of PTO in your first year, 2 Paid Volunteer Days & 11 paid holidays • 12 weeks paid Parental Leave for all new parents • 6 weeks paid sabbatical after 6 years of service • Educational Assistant Program & Clinical Employee Reimbursement Program • 401(K) with up to 4% match • Stock options • And much more!