VP, Patient Scheduling & Conversion (Contact Center)
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Job Location:
Charlotte, VT - USA
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Summary: VP Patient Scheduling & Conversion (Contact Center)
Join a high-impact executive role leading the transformation of a centralized patient scheduling call center for a national healthcare franchise network. As the senior leader you will rebuild elevate and drive performance for a 33-agent team handlingcalls per month. The focus is on creating a structured sales-driven conversion engine that delivers measurable improvements in booking and show rates call quality and franchisee satisfaction all while maintaining strict compliance and high patient trust.
Key Responsibilities:
- Own contact center performance outcomes including franchisee satisfaction and establish a results-focused operating cadence.
- Audit current performance across all funnel metrics including call quality scheduling integrity and lead handling.
- Build and enforce a robust KPI system (conversion show rate speed to lead QA talk track adherence abandonment reschedule rate follow-up).
- Redesign booking frameworks and objection-handling playbooks for consultative education-based healthcare services.
- Establish compliant language standards and ensure safe management of medical-adjacent patient conversations.
- Overhaul training and enablement: onboarding role plays certification call coaching and continuous skills development.
- Implement a quality assurance program with calibrated scorecards monitoring and actionable coaching loops.
- Evaluate and recommend improvements to staffing models compensation and talent standards.
- Lead motivate and develop a team of 33 agents to achieve consistent high-quality outcomes.
- Build trust with franchisees and internal partners through transparent reporting and sustained operational improvements.
- Shape organizational design as the call center evolves into a standalone division.
- Leverage Salesforce and Five9 to enhance reporting pipeline management call routing and agent execution.
Recruiter Insights
- Impactful Leadership: Directly drive operational transformation and elevate a critical business function.
- Competitive Advantage: Established tech stack (Salesforce Five9) opportunity for major impact high visibility and autonomy.
- High-Trust Environment: Influence patient experience and franchisee success within a highly regulated industry.
- Preferred Skills: Background in elective healthcare services expertise in consultative sales frameworks and experience raising talent bar in contact centers.
- Growth Opportunity: Role is positioned to help shape a standalone division offering upward mobility and influence.
Candidate Insights
- Strategic Ownership: Lead the overhaul of a national contact center operation with measurable impact on patient and franchise outcomes.
- Remote Flexibility: 100% remote work with national scope.
- Professional Growth: Opportunity to innovate implement best practices and shape the future of a growing organization.
- High Visibility: Senior leadership direct franchisee engagement and autonomy to build best-in-class systems and teams.
- Attractive Challenge: Transform a high-volume center into a high-performing sales-focused and compliant operation.
Location: Remote (Charlotte NC 28246 United States)
Employment: Direct Hire
Industry: Healthcare Services / Franchise Operations
Join a high-impact executive role leading the transformation of a centralized patient scheduling call center for a national healthcare franchise network. As the senior leader you will rebuild elevate and drive performance for a 33-agent team handlingcalls per month. The focus is on creating a structured sales-driven conversion engine that delivers measurable improvements in booking and show rates call quality and franchisee satisfaction all while maintaining strict compliance and high patient trust.
Key Responsibilities:
- Own contact center performance outcomes including franchisee satisfaction and establish a results-focused operating cadence.
- Audit current performance across all funnel metrics including call quality scheduling integrity and lead handling.
- Build and enforce a robust KPI system (conversion show rate speed to lead QA talk track adherence abandonment reschedule rate follow-up).
- Redesign booking frameworks and objection-handling playbooks for consultative education-based healthcare services.
- Establish compliant language standards and ensure safe management of medical-adjacent patient conversations.
- Overhaul training and enablement: onboarding role plays certification call coaching and continuous skills development.
- Implement a quality assurance program with calibrated scorecards monitoring and actionable coaching loops.
- Evaluate and recommend improvements to staffing models compensation and talent standards.
- Lead motivate and develop a team of 33 agents to achieve consistent high-quality outcomes.
- Build trust with franchisees and internal partners through transparent reporting and sustained operational improvements.
- Shape organizational design as the call center evolves into a standalone division.
- Leverage Salesforce and Five9 to enhance reporting pipeline management call routing and agent execution.
Recruiter Insights
- Impactful Leadership: Directly drive operational transformation and elevate a critical business function.
- Competitive Advantage: Established tech stack (Salesforce Five9) opportunity for major impact high visibility and autonomy.
- High-Trust Environment: Influence patient experience and franchisee success within a highly regulated industry.
- Preferred Skills: Background in elective healthcare services expertise in consultative sales frameworks and experience raising talent bar in contact centers.
- Growth Opportunity: Role is positioned to help shape a standalone division offering upward mobility and influence.
Candidate Insights
- Strategic Ownership: Lead the overhaul of a national contact center operation with measurable impact on patient and franchise outcomes.
- Remote Flexibility: 100% remote work with national scope.
- Professional Growth: Opportunity to innovate implement best practices and shape the future of a growing organization.
- High Visibility: Senior leadership direct franchisee engagement and autonomy to build best-in-class systems and teams.
- Attractive Challenge: Transform a high-volume center into a high-performing sales-focused and compliant operation.
Location: Remote (Charlotte NC 28246 United States)
Employment: Direct Hire
Industry: Healthcare Services / Franchise Operations
Key Skills
- Business Development
- Eclipse
- Economics
- Accounting
- Corporate Risk Management
- Brokerage
