Call Center Manager

Patient Recruitment & Onboarding United States


Description

 

Call Center Manager (Patient Enrollment)

REMOTE (Anywhere in USA)

Base Salary + Bonus

 

Who We Are

 

Spire Health is building the future of remote patient monitoring. We give physicians insights into their patients' health between doctor visits, helping them better manage patients with chronic respiratory illnesses. In particular, we serve patients in the U.S. who have chronic respiratory diseases (COPD, Asthma) with a novel sensor and algorithm system that identifies changes in a patient's health. We focus our efforts on patients identified by their doctor as good candidates for our monitoring program and enroll them at little to no cost to the patient.

 

Position Overview

 

The Call Center Manager (Patient Enrollment) is responsible for managing the daily operations of the call center and patient enrollment team with a key focus on driving patient enrollment into Spire Health’s remote patient monitoring (RPM) program.  The Call Center Manager will be responsible for team member recruitment, developing effective training programs, quality assurance, coaching, managing and loading data lists, and ensuring the team is meeting established objectives and key results (OKRs) on a weekly, monthly and quarterly basis. The Call Center Manager will work closely with sales, marketing, billing, and operations to identify opportunities to enroll eligible patients into the RPM program and improve patient outreach and onboarding.  The Call Center Manager will receive a base salary plus a quarterly bonus based on achievement of quarterly OKRs.

 

Responsibilities

        Hire, train, lead, and coach the patient enrollment team to ensure continuous improvement and KPIs/enrollment targets are met

        Develop and implement quality management program to monitor and evaluate team member performance and productivity

        Assist team with questions, provide ongoing guidance and support with calls, processes, and workflows

        Design and prepare call center and team member performance and productivity reports by collecting, analyzing, and summarizing data and trends

        Manage patient data lists and list assignments in the call center dialer

        Assist the patient enrollment director with enhancements of the CRM and call center dialing system(s) to increase efficiency and productivity

        Lead weekly team meetings and monthly 1:1 individual employee meetings

        Manage team members’ schedules, breaks, employee time cards and payroll

        Keep up to date with latest marketing initiatives and product changes and updates

        Provide feedback and work to continually improve processes and lead conversion rates

        Ability to pivot and quickly learn new systems and processes

        Perform additional tasks defined by the patient enrollment director

 

 Qualifications

 

        Bachelor’s Degree (required)

        2+ years experience managing teams of 10+ employees

        Experience coaching, mentoring, training employees

        Experience working in healthcare or directly interacting with patients

        Experience in a HIPAA or FDA regulated environment

        Experience with Salesforce or other CRM systems 

        Experience with Five9 or other call center dialing systems 

        Strong computer skills and ability to use Apple/Microsoft/Google software applications

        Ability to work independently

        Ability to work and live in the U.S.A

        Sales experience a plus

 

Job Type: Full-time, Direct Hire

 

Pay: Base Salary + Bonus (Paid Quarterly)

 

Vaccination Policy: Spire Health has a vaccine policy in place and all employees are required to demonstrate that they have been vaccinated against COVID-19 and are up to date with any boosters per CDC guidelines or have a company-approved accommodation to the vaccine policy. Candidates may request a religious or medical exemption to the company’s vaccine policy, which will be promptly evaluated by the company.