Director, Call Center
Director, Call Center
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$ 130000 - 163000
1 Vacancy
Job Description
What We Strive For
At Strive Health were driven by a purpose: transforming the broken kidney care system. Through early identification engagement and comprehensive coordinated care we significantly improve outcomes for people with kidney disease reducing emergency dialysis and inpatient utilization. Our high-touch care model integrates with local providers and uses predictive data to identify and support at-risk patients along their entire care journey. We embrace diversity celebrate successes and support each other making Strive the destination for top talent in healthcare. Join us in making a real difference.
Benefits & Perks
- Hybrid-Remote Flexibility Work from home while fulfilling in-person needs at the office clinic or patient home visits.
- Comprehensive Benefits Medical dental and vision insurance employee assistance programs employer-paid and voluntary life and disability insurance plus health and flexible spending accounts.
- Financial & Retirement Support Competitive compensation with a performance-based discretionary bonus program 401k with employer match and financial wellness resources.
- Time Off & Leave Paid holidays flexible vacation time sick time and paid birthgiving bonding sabbatical and living donor leaves.
- Wellness & Growth Family forming services through Maven Maternity at no cost and physical wellness perks mental health support and an annual professional development stipend.
What Youll Do
The Patient Growth call center team represents the warm front door to Strive while meeting important metrics that allow our patients to be better served. You will lead a high performing team of managers and enrollment associates that not only continue meeting enrollment expectations but also need to continue their trajectory of performance improvement. As the leader for this organization you will take both strategic and tactical lenses towards improvement optimizations while presenting strategy shifts to senior leadership. This leader will sit on the Patient Growth leadership team and report directly to the Vice President Patient Growth.
The Day to Day
- Provide strategic guidance and in-the-moment coaching to our managers and individual Enrollment Associates to meet both our quality and enrollment standards
- Maintain a keen eye and management of our auto-dialer system with the support of our Patient Growth Analyst to achieve the highest performance possible each day
- Build a culture of continuous training and support to build the necessary skillsets of the enrollment team
- Enact performance management routines as required based on team member performance
- Align with key partners such as Human Resources Analytics and Operations to enable strategic change and improvements as required
- Maintain accountability for team performance and associated action plans
- Support the buildout and communication of quarterly compensation plans from ideation to fruition
- Lead our quality assurance team to ensure were measuring the appropriate behaviors while tracking and coaching accordingly
- Understands our performance in a quantitative manner and can report out accordingly
- Meetin personwith internaland/orexternal stakeholders to facilitateteam and businesspriorities/opportunities. Business travel may be required for opportunities to connect with stakeholders serve patients and attend Strive-sponsored team events.
Qualifications
- Minimum:
- Four years experience in leading call center teams operationally and bottom-line performance
- Two years operating a CRM system (ex: Saleforce)
- Two years experience managing an auto-dialer functionally as well as operating a team within the environment
- Four years experience in developing strategic improvement plans and presenting to key executive leadership
- Preferred:
- Five years experience managing a call center environment
- Four years experience operating within CRM and telephony systems
About You
- Comfortable setting strategic direction in line with company priorities while also capably executing in a tactical fashion alongside the team
- Experience in a player-coach environment as call centers require an eye towards continuous performance improvement either programmatically or with the enrollment associates.
- Knows how to make the complex into less complicated tasks while leading with data-driven storytelling to engage the audience
- Experience building high performing teams.
Annual Base Salary Range: $130000 - $163000
Strive Health is an equal opportunity employer and drug free workplace. At this time Strive Health is unable to provide work visa sponsorship. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability status protected veteran status or any other characteristic protected by law. Please apply even if you feel you do not meet all the qualifications. If you require reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please direct your inquiries to
#LI-Hybrid
Required Experience:
Director
Employment Type
Full Time
