Healthcare Transformation Specialist

3 weeks ago

Phoenix, Arizona, United States AiRCare Health Full time
About the Role

AiRCare Health is on a mission to transform mental and emotional healthcare. We use data and machine learning to find individuals who need help before they crash into the system. Our unique approach combines clinical care management and machine learning to transform the health and wellbeing of large populations.

We are looking for a passionate and open-minded individual to join our multi-disciplinary team of professionals. As a Healthcare Transformation Specialist, you will be responsible for driving the team to consistently meet and exceed client enrollment goals. You will also develop and implement effective internal and external Quality Assurance (QA) programs to foster continuous improvement and exceed Service Level Agreement (SLA) performance.

The ideal candidate will have 5+ years' experience in a fast-paced environment, with 3+ years of measurable experience in managing call centers or customer experience teams and growing profitable satisfied accounts. You will have exceptional people skills, with prior experience hiring, training, managing entry-level, hourly teams. You will also have experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to call center teams.

Key Responsibilities

  • Team Leadership: Provide strong, dynamic leadership that challenges and guides team members to efficiently leverage the value of every outbound call and individual connection.
  • Performance Management: Communicate pre-determined performance goals, monitor key performance indicators (KPIs), and provide regular feedback and coaching to ensure high levels of performance and client satisfaction.
  • Client Enrollment Goals: Drive the team to consistently meet and exceed client enrollment goals, utilizing strategies and best practices to maximize enrollment rates.
  • Quality Assurance: Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
  • Client Engagement: Ensure that all client interactions are handled with empathy, professionalism, and efficiency, maintaining a high standard of care and support throughout the enrollment process.
  • Process Improvement: Continuously evaluate and improve contact center processes, identifying opportunities for increased efficiency, better client engagement, and enhanced enrollment rates.
  • Compliance: Ensure that all contact center activities comply with relevant regulations, policies, and procedures, particularly those related to client confidentiality and data protection.
  • Recruitment: Participate in recruitment efforts to attract, hire, and retain talented team members, ensuring the team is adequately staffed to meet client needs.
  • Reporting & Analysis: Prepare and present regular reports on contact center performance, client enrollment, and other relevant metrics to senior leadership.

What We Offer

AiRCare Health offers a full-time, change-the-world opportunity with a competitive salary and benefits package. You will have the opportunity to work with a talented team of professionals who are passionate about improving lives and believe in the greater good. We are committed to providing a work environment that is free of discrimination and harassment, and we are an equal opportunity employer.

Requirements

  • 5+ years' experience in a fast-paced environment
  • 3+ years of measurable experience in managing call centers or customer experience teams and growing profitable satisfied accounts
  • Exceptional people skills, with prior experience hiring, training, managing entry-level, hourly teams
  • Experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to call center teams
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations
  • Strong negotiation, interpersonal, written and oral communications skills
  • Able to hold team members accountable to pre-determined performance metrics
  • Experience leveraging systems such as Dynamics365, Zendesk, Salesforce, or other service tools
  • Able to work 10:30am - 7:00pm CST

Location

AiRCare Health is a remote-friendly company, and we are open to hiring candidates from AR, AZ, CO, FL, GA, IL, KY, MA, MD, MN, NC, NE, NV, OH, SC, TN, TX, VA, WA, or WI.

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