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Manager – Care Advocacy
Posted on 1/12/2023
Experience Level
Desired Skills
Customer Service
  • Bachelor's degree or equivalent
  • 5+ years of experience in managing or leading a customer support / customer care team in an healthcare setting
  • Experience in making staffing decisions to scale up or scale down the team depending on business needs
  • Proven track record in call center management including performance measurements, handling escalations, team conflicts, and ensuring service quality
  • Familiarity with call center telephony products, and customer relationship management tools such as Salesforce or equivalent
  • Excellent written, oral, and interpersonal skills to ensure that each of your interactions with the team, patients, families, and other stakeholders are effective and meaningful
  • Previous experience working in a startup organization
  • Planning and managing the customer support team in outreach campaigns for product/service adoption
  • Bilingual in Spanish would be an advantage
  • Ability to mentor the team, act as a coach and guide the team to deliver the desired outcomes
  • Disciplined and detailed approach to customer service processes, performance management and quality measurement
  • Flexible and adaptive attitude suitable for the dynamic startup environment
  • Energy and enthusiasm consistent with working for a startup; ability to self-teach in order to problem solve, takes initiative
  • Highly self-driven, motivated, and strong work ethics and teamwork
  • Ambitious individual looking for an opportunity to grow with the company but prepared to roll up their sleeves on the journey
  • Stamina and energy for occasional US based travel
  • Manage a fully remote team of advocates in multiple US time zones, providing all aspects of call center support
  • Coach team on effective patient engagement and conversion, including but not limited to effective rebuttals, persuasive style, clear explanation of program value, etc
  • Own the team's opt-in, quality and utilization performance and metrics
  • Ensure a culture of deep understanding of and appreciation for the value that MedArrive programs drive for our patients so that the team can effectively communicate this to patients
  • Oversee day to day operations and provide escalation support to resolve customer inquiries in a timely manner
  • Closely supervise and monitor call center operations to ensure team and agent key performance metrics are on track and meets or exceeds targets on a routine basis
  • Plan staffing needs, recognize and shift staffing coverage and distribute tasks based on changing business requirements
  • Oversee training and development for call center including programs for new hires, new launches and ongoing refreshers
  • Conduct periodic reviews to ensure call center staff meets quality and performance expectations
  • Maintain detailed knowledge and understanding of the call center processes and procedures and interactions with field operations as well as clinical teams
  • Formulate and collect operational metrics, prepare reports and provide timely management reports of call center metrics
  • Assist with call center process improvements and enhancements by working closely with other stakeholders
  • Responsible for ensuring high customer satisfaction by establishing yourself as a trusted advisor and partner

11-50 employees