This is a fully remote position, open to applicants in United States.

• Oversee the inbound patient communication function and manage contact center operations.

• Organize the inbound team to elevate performance with specialized roles.

• Develop protocols, scripting, and escalation pathways to maintain team standards.

• Create and manage shift schedules for the PEC team, ensuring staffing aligns with anticipated call volume.

• Assume full responsibility for contact center performance, including service levels, queue KPIs, and patient satisfaction metrics.

• Act as the final point of operational escalation for complex issues on the floor.

• Set up IVR, call routing, and queue structures to enhance patient efficiency.

• Conduct regular reviews and establish QA standards for the inbound PEC team's performance and growth.

• Propel process development across various functions and design scalable workflows.

• 7+ years of experience in contact center/customer or patient experience operations, including 3+ years in leadership and team structuring.

• A proven track record as a builder — you have created teams, developed role specialization, and led cross-functional process improvements.

• Extensive understanding of contact center operations: SLAs, workforce management, IVR/queue configuration, and quality assurance.

• Hands-on and approachable — no task is too small; you will work alongside the team when it is small.

• You possess an owner’s mentality, striving for quality, and have a genuine concern for patient care.

• Familiarity with healthcare contact center operations platforms (such as EHR, IVR, Voice AI) is highly preferred.

• Medical, dental, and vision insurance.

• 401K retirement plan with company matching contributions.

• Up to 20 days of paid time off (PTO) annually, in addition to company holidays.

• Up to 14 weeks of parental leave (12 weeks for non-birthing parents).

• Annual work-from-home stipend for remote employees.

Senior Manager, Contact Center

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