Head of Contact Center Strategy at Wellbe Senior Medical

, , United States -

Full Time

Start Date

Immediate

Expiry Date

17 Apr, 26

Salary

217000.0

Posted On

17 Jan, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Center Strategy, Organizational Change Management, Communication Skills, Emotional Intelligence, Team Management, Quality Assurance, Training Development, Project Management, Mentorship, Continuous Improvement, Healthcare Experience, Entrepreneurial Mindset, Patient Care, Engagement Ecosystem, Operational Targets, Best Practices

Industry

Medical Practices

Description

Job Summary The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum Job Description WellBe Senior Medical is looking for an experienced contact center leader to partner with the VP of call center operations. As partners the leaders will be responsible for contact center performance, operations, strategy, and change management. This leader specifically will be responsible for contact center projects, quality, training, and contact center strategy. Responsibilities Lead the development and strategy for contact center projects. Lead the implementation and refinement of contact center quality & training. Build and manage a high performing team, fostering an environment of continuous improvement. Collaborate with the other leaders of contact center operations to ensure high quality, and member experience. Provide mentorship and guidance to team members and colleagues, enhancing their skills and career growth. Serve as a thought leader for contact center enablement. Establish operational targets, best practices, and training programs that support service quality and efficiency standards. Identify and adopt models and tools that enhance the member experience and drive conversions. Provide oversight to engagement ecosystem projects organization wide. Serve as a thought leader for engagement ecosystem. Performs other duties as assigned. Job Requirements QUALIFICATIONS Educational Requirements: Master’s degree in business, operations, or healthcare (MBA, MSOM, MHA, MPH). Required Skills and Abilities: 10+ years Call/Contact center background experience, prefer experience in health care. Deep knowledge of call center strategy. Deep knowledge of organizational change management. Entrepreneurial mindset. Exceptional communication skills and emotional intelligence, with the desire to help patients live a meaningful life. Discretion and confidentiality. Supervisory Responsibility: TBD Travel requirements: Travel may be required up to 25% locally or nationally Work Environment: Remote Pay Range: $145,000- $217,000 Sponsorship Statement WellBe does not offer employment-based visa sponsorship for this position. Applicants must be legally authorized to work in the United States without the need for employer sponsorship now or in the future. Pay Transparency Statement Compensation for this position will be disclosed in accordance with applicable state and local pay transparency laws. Safety-Sensitive Statement This position has been designated as safety-sensitive. As such, the employee must be able to perform job duties in a manner that ensures the safety of themselves, coworkers, patients, and the public. The role requires full cognitive and physical functioning at all times. Employees in safety-sensitive positions are subject to drug and alcohol testing, including substances that may impair judgment or motor function, in accordance with applicable federal and state laws and company policy. Due to the safety-sensitive nature of this role and in alignment with federal law and workplace safety standards, the use of marijuana—including medical or recreational use—is prohibited. WellBe Senior Medical will comply with applicable state laws regarding medical marijuana and reasonable accommodations, where such laws do not conflict with safety requirements or federal regulations. Drug Screening Requirement As a condition of employment, WellBe Senior Medical requires all candidates to successfully complete a pre-employment drug screening. Ongoing employment may also be contingent upon compliance with the company’s Drug-Free Workplace Policy, which includes random, post-accident, and reasonable suspicion of drug testing. The company reserves the right to test for substances that may impair an employee’s ability to safely and effectively perform their job duties. Background Check Statement Employment is contingent upon successful completion of a background check, as permitted by law. As a healthcare organization, WellBe conducts monthly FACIS (Fraud and Abuse Control Information System) checks on all employees. Continued employment is contingent upon satisfactory results of these checks, in accordance with applicable laws and regulations. Equal Employment Opportunity (EEO) Statement WellBe is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status. Americans with Disabilities Act WellBe Senior Medical is committed to complying with the Americans with Disabilities Act (ADA) and applicable state and local laws. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of the job. If you require an accommodation during the application, interview or employment process, please contact Human Resources at HRPeopleLine@wellbe.com At-Will Employment Statement Employment with WellBe is at-will unless otherwise specified by contract. This job description does not constitute an employment contract. Disclaimer This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary. . The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.

Responsibilities

The Head of Contact Center Strategy will lead the development and implementation of contact center projects, focusing on quality and training. They will also build and manage a high-performing team while collaborating with other leaders to ensure high-quality member experiences.