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Call Center Manager

Operations | Boston, US

About the position

Healthy.io is the first company to successfully turn the smartphone camera into a clinical-grade medical device, enabling faster treatment and improved care for patients worldwide. Our products combine computer vision and machine learning technology with best-in-class UX design to create new clinical pathways through smartphone-powered urinalysis, digitized wound management, and beyond. It’s even going to space!

Headquartered in Tel Aviv with over 240 employees across London, Boston, and Singapore we are growing fast as we serve more and more patients across ever-expanding areas of healthcare.

We are looking for an energetic, motivated, and articulate Call Center Manager to join our team and support us in our mission to bring the “medical selfie” to the US. You will be responsible for leading a team of Patient Engagement Advocates (PEA) communicating directly with patients, educating them on the benefits of our Kidney Check Service, and encouraging them to participate in home testing. The Call Center Manager is responsible for leading all functions, personnel, metrics, and performance for the PEA team, including developing and implementing process improvement, efficiency, and morale engagement strategies. If you are goal oriented, tech savvy, and service driven, we are interested! This is a great opportunity to make an impact on the lives of patients, clinicians and the wider healthcare system, working with our expert team to learn more about the potential for digital to transform healthcare.

This role will be fully remote but candidates should be located within a reasonable commute to San Antonio, TX or Raleigh or Durham, NC for occasional (around once per month) travel to team meetings, training, or social events.

Requirements
  • 3 + years call center management experience preferred
  • Bachelor's Degree preferred
  • Outstanding mentoring and leadership skills, and ability to empower associates to grow and develop
  • Strong communication skills required.
  • Familiarity with call center technologies and reporting tools; such as Freshdesk, Ringcentral, Five9, Talkdesk Redash, Tableau
  • Excellent organization, prioritization and planning skills 
  • Ability to thrive in a fast paced, fluid and rapidly growing environment. 
  • Bi-lingual Spanish speakers are a plus.
Role & Responsibilities
  • Create and sustain a top performing inbound and outbound call center environment to ensure established goals are reached.
  • Drive point of contact resolution and a culture of ownership, customer service excellence and teamwork.
  • Accountable for programs that drive the required outcomes for completed home testing kits. 
  • Monitors overall workflow and develops procedures to ensure representatives have the necessary tools to enhance the experience of each patient and increase adherence rates. 
  • Provides ongoing feedback regarding quality of work to team members and develops processes to improve overall quality of patient experience. 
  • Schedule and facilitate team meetings, implement contests or other morale-building programs, assist in training, act as a liaison with other departments to implement enhancements and/or changes impacting the Call Center.
  • Fields escalated issues from representatives, and patients. Identifies trends in escalated issues and proactively address them with the team.
  • Coach and manage quality, monitoring calls, activities, schedules, and workflows to ensure high level of work quality.
  • Analyze call center data and prepare reports for internal partners. 
  • Prepare work schedules to ensure sufficient coverage.

or send your CV to [email protected]