Purpose:

The Manager of Operations will play a key role in creating and executing strategies, initiatives, and standards to continually enhance the care and overall experience of our patients and families. This role will drive behavior changes and process improvements and work closely with organizational leadership and relevant stakeholders to ensure employee engagement, clinical excellence, and care experience strategies are cohesive and aligned.

What You’ll Do:

• Stand up new team of 10 call center employees to answer 1000 patient calls daily, including design of workflows and call logic to ensure seamless caller experience.
• Manage team of 10 Care Coordinators (CCs), with that number growing as the center scales.
• Provide operational oversight of all workflows, processes, and policies related to patient experience / care coordination.
• Management of Contact Center as a Service (CCaaS) system and call logic.
• Oversee training and orientation programs for Care Coordinators to ensure they are well-equipped to provide high quality care with a positive patient experience.
• Partner with Talent Acquisition to interview, hire, train and motivate new staff/existing teammates. Evaluates employee performance and provides feedback that supports growth and professional development.
• Utilize data and relevant analytics to develop and implement strategies to enhance the overall patient experience.
• Collaborate cross-functionally with various departments and stakeholders to identify areas for improvement and create a resolution plan for those improvements (I.e., improving wait times, communication between patients and healthcare providers...).

What You’ll Need:

• Bachelor’s Degree preferred and 5-7 years of relevant experience in contact/call center operations, leading large teams. Experience in healthcare operations is a bonus but not required.
• Call center management experience, including CCaaS system (experience with Dialpad and Ring Central preferred).
• Strong written and oral communication skills.
• Ability to problem solve and build new ways of working.
• Analytical mindset with the ability to interpret data and extract actionable insights.
• Willingness to “roll up your sleeves” to build and shape a best-in-class team.

What You’ll Get:

• The opportunity to join a fast-paced, passionate team changing the delivery of healthcare in the home.
• Ability to build and shape new workflows as we grow.
• Opportunities for career growth.

Salary Range:

• Base $60-80K
• Eligible for bonuses based on performance KPIs.

Reporting:

• Reports to Chief Operating Officer

Full-time employees qualify for the following benefits:

• Medical, Dental, Vision and supplementary benefits such as Life Insurance, Short Term and Long Term Disability, Flexible Spending Accounts for Medical and Dependent Care, Accident, Critical Illness, and Hospital Indemnity. 
• Paid Time Off
• Paid Office Holidays 

All employees qualify for these benefits:

• Paid Sick Time
• 401(k) with up to 3% company match
• Referral Program
• Payactiv: pay-on-demand. Cash out earned money when and where you need it!

Ennoble Care is an Equal Opportunity Employer, committed to hiring the best team possible, and does not discriminate against protected characteristics including but not limited to - race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.