Director, Hub Operations - Assignment: Inbound
Director, Hub Operations - Assignment: Inbound
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$ 145399 - 191926
1 Vacancy
Job Description
WelbeHealth is a value-based healthcare organization thats transforming the future of senior care by providing an all-inclusive care option to our most vulnerable senior population.
The Director Hub Operations is accountable for delivering the highest level of support and customer experience to our PACE participants and external network of contracted specialists and facilities. This role manages a direct team of supervisors along with an indirect team of both clinical and non-clinical advocates that provide inbound call support to PACE participants and WelbeHealths external network.
Essential Job Duties:
Operational Management:
- Oversee all aspects of call center operations including strategic planning forecasting staffing training resource allocation process improvement and driving performance as well as develop and implement strategic plans that drive call center performance improve customer satisfaction and achieve business objectives
- Own the implementation and maintenance of call center technology that will enable operations to scale effectively
- Drive the development review and implementation of department protocols and policies that align with operational objectives and core values as well as ensure that call center operations adhere to quality standards and processes that comply with PACE regulations and industry standards
- Analyze data to drive agent performance strategic decision making and problem solving
Team Leadership & Management:
- Own the hiring training supervising and mentoring of a high-performing team
- Collaborate with Hub leaders to deliver on OKRs and goals to drive continuous improvement
Stakeholder Management:
- Partner with internal operations clinical and network teams to optimize processes address quality concerns and improve call center operations for all stakeholders
Job Requirements:
- High school diploma or equivalent required; bachelors or masters degree in relevant field preferred
- Minimum of seven (7) years of call center experience in the healthcare industry required as well as in-depth knowledge of clinical call center operations best practices
- Proficiency with telephony technology software applications and tools
- Minimum of five (5) years of management experience with demonstrated ability to mentor and develop team members required
- Track record of creating clear and concise SOPs for leadership and frontline team members and managing department budgets while meeting financial targets and KPIs
- Ability to travel once or twice per quarter to form in-person relationships with center leadership attend offsites with Hub leadership team and provide in-person coaching and mentorship to supervisors
- Must be willing to work a varied schedule that may include nights weekends and overtime
Benefits of Working at WelbeHealth: Apply your expertise in new ways as we rapidly expand. You will have the opportunity to design the way we work in the context of an encouraging and loving environment where every person feels uniquely cared for.
- 401k employer match
- Medical insurance coverage (Medical Dental Vision) starting day one of employment
- Work life balance 17 days of personal time off (PTO) 12 holidays observed annually and six sick days
- And additional benefits
Salary/Wage base range for this role is $145399 - $191926 / year Bonus Equity. WelbeHealth offers competitive total rewards package that includes 401k match healthcare coverage and a broad range of other benefits. Actual pay will be adjusted based on experience and other qualifications.
Compensation
$145399 - $191926 USD
COVID-19 Vaccination Policy
At WelbeHealth our mission is to unlock the full potential of our vulnerable seniors. In this spirit please note that we have a vaccination policy for all our employees and proof of vaccination or a vaccine declination form will be required prior to employment. WelbeHealth maintains required infection control and PPE standards and has requirements relevant to all team members regarding vaccinations.
Our Commitment to Diversity Equity and Inclusion
At WelbeHealth we embrace and cherish the diversity of our team members and were committed to building a culture of inclusion and belonging. Were proud to be an equal opportunity employer. People seeking employment at WelbeHealth are considered without regard to race color religion sex gender gender identity gender expression sexual orientation marital or veteran status age national origin ancestry citizenship physical or mental disability medical condition genetic information or characteristics (or those of a family member) pregnancy or other status protected by applicable law.
Beware of Scams
Please ensure your application is being submitted through a WelbeHealth sponsored site only. Our emails will come from @ email addresses. You will never be asked to purchase your own employment equipment. You can report suspected scam activity to
Required Experience:
Director
Employment Type
Full-Time
